The Customer Solutions Center is a new structure which enables Mastercard to develop better solutions & bundles for prioritized customer segments in markets. It is the housing for all Mastercard capabilities in a geography, and it aims to drive Mastercard growth and revenue by creating and selling compelling data-driven, scalable needs-based solutions to new and existing customers by tapping into Mastercard’s extensive toolbox of products and services offerings.
Products and Solutions support the Customer Solution Center Lead & Solution Architects to bring together existing MA capabilities, products and solutions in a holistic, bundled way to customers.
They also act as an expert for their products/solutions portfolio in their geography, to drive market enablement and support sales as well as acting as key interface with regional product teams to ensure an effective feedback loop. Products and Solutions report to the Customer Solution Center Lead + regional function team (e.g. regional C&I lead).
Key Responsibilities
Act As An Expert For Their Geography/solution Portfolio
Bring their deep knowledge of products, services or platform capabilities to a solution-selling environment
Accountable for having a deep understanding of the assigned product, service or platform
Provide visibility to the CSCL and SA on latest product developments within their purview and communicate accurate solution knowledge to tackle client opportunities
Proactively monitor and engage with customers to ensure customer success and benefit from Mastercard’s products and solutions
Support CSC Value Proposition Development And Sale
Provide the Solution Architects (SA) and the Customer Solution Center Lead (CSCL) with their solution expertise in crafting the value proposition
Coordinate with the help of SA and CSCL, with other sales specialists in developing an end-to-end value proposition
Provide their expertise and deep knowledge of product implementation and success with clients during solution selling process (upon the request of the CSCL or AM/BD)
Drive Localization, Market Enablement And Support Sales
Enabling new capabilities in the market e.g. SRC, MDES, Contactless, QR etc. and ensuring market readiness
Supporting AM’s in their market to optimize what we have today e.g. providing expert advice/ guidance on prepaid penetration for an existing relationship
Work directly with client counterparts on non-complex, one solution focused opportunities when the AM needs their support
Knowledge And Best Practice Sharing
Share information on latest customer needs and opportunities as well as relevant market intelligence with the product management teams to drive smart solutioning internally within MA
Share best practices and knowledge with other SSs to improve solutioning of their product, service, or platform within client contexts
Note: Senior Solution Specialists in large CSCs may manage a team of Solution Specialists .
Required Skills
Deep technical expertise in assigned product, service or platform capability
Ability to collaborate and work on internal squads created to develop end-to-end solutions for clients with multiple MA capabilities i.e. products, services or platforms
Clear ability to problem solve and understand relationship with the client’s needs
Ability to communicate with and build relationship with client counterparts when requested by account managers or business development managers
Strong communication skills
KPIs
Incentive Plan: AICP
Revenues for supported geography
Specific KPIs from supported product, solution or platform incl. customer success metrics
Voice of customer survey results
Market specific objectives
Corporate Security Responsibility
Responsibilities
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
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