Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Customer Onboarding Manager (SaaS)
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Role Overview
As a Customer Onboarding Manager you will serve as our product expert, responsible for guiding new customers through the technical aspects of implementing our products. You will be the technical point of contact during the initial phase of the customer journey, providing hands-on assistance, guidance, and troubleshooting. Working closely with Customer Success, Product, and Support teams, you will combine your technical expertise with excellent communication and project management skills to ensure seamless onboarding and quick value realization for customers of all sizes.
Our Customer Onboarding Manager must have a strong technical aptitude along with personality strengths in being organized, a self-starter and a proactive instigator. A proven track record of working with enterprise customers to implement complex software solutions is a must as you’ll be dealing with complex technical issues while creating excitement and loyalty with Dynamic Yield’s customers.
Key Responsibilities:
* Become an expert in Dynamic Yield products - with a heavy focus on the technical aspects of the product.
* Become a trusted advisor to our customers, managing their onboarding projects by communicating across different teams within their organization.
* Excel at project management, task & time management, and prioritization.
* Solve cross-departmental challenges within onboarding accounts to facilitate their implementation of our platform by building processes that streamline communication and understanding.
* Partner with the Engineering and Development teams to resolve customer issues.
* Write documentation, knowledge-based articles, and tutorials to improve the customer experience of onboarding Dynamic Yield.
* Contribute to the development of our implementation policies and procedures.
Optimal Skills for Success:
* 1 to 2 years of technical client-facing experience with specific focus in digital marketing solutions (mobile, web analytics, optimization, email); combined with SaaS product environments
* Experience with managing projects at a complex organization
* Familiarity with e-commerce specific terms and configuration is preferred
* A basic understanding of iOS and Android mobile platforms and their development tools
* Able to read code and write code (especially JavaScript, HTML, CSS)
* Business fluency in English
* Excellent time management and strong organization skills
* Ability to maintain poise under stress, especially when resolving issues
*Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment
* Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers
* Must thrive at working in a fast-paced environment
* Ability to work in a team environment while working independently
Corporate Security Responsibility
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:
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Abide by Mastercard’s security policies and practices;
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Ensure the confidentiality and integrity of the information being accessed;
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Report any suspected information security violation or breach, and
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Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
