Description
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
Manager, Customer Delivery Position Title: Manager, Customer Delivery (Gr. 6)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.
The Position:
The Ethoca Customer Delivery team is looking for Manager, Customer Delivery. This role is being added to our existing Europe + EEMEA team to support the expansion of our product suite. We are looking for a customer-facing implementation consultant to act as the main point of contact for our customers during their technical onboarding and after the customer is live.
Our ideal candidate is someone that is comfortable wearing many hats. You'll be expected to spend roughly 90% of your time working on customer implementation projects and the rest of the time split between pre-sales discussions and internal improvement initiatives.
This is a hybrid role.
What this role looks like day to day:
Working with our customers over the course of their onboarding journey with us, from kick-off calls to configuring accounts and reviewing testing, you will be there to help them along.
Deep diving with our customers to understand their requirements and making recommendations on how they should implement our products following our best practices.
What else might you be involved in:
Taking customer feedback and sharing it back with our partners in the Product and Engineering teams.
Improving implementation processes to make us better.
The ideal candidate for this position should:
Have experience in implementing and supporting API/SFTP B2B technology solutions ideally in fintech or SaaS (i.e. as a sales engineer, customer support, implementation manager)
Enjoy interacting directly with customers; and care about providing excellent service
Be confident leveraging multiple tools (JIRA, Postman, Splunk and more)
Be quick on your feet – we move fast so you should thrive on learning and change
Be a natural born project manager with a proven track record in handling multiple projects simultaneously. Know how to solicit requirements, build a plan, execute against it
Have the flexibility to support international time zones in particular Europe and Middle East & Africa
Be comfortable working in a highly dispersed global team.
Assets, but not required:
Experience of having worked with APIs, SQL, and regular expressions
Prior experience and knowledge in payments
Knowledge of a European language (preferably Spanish, Italian or German)
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:
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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