Veterans Preferred - Customer Success Manager - Remote Opportunity, US

Company: MasterCard
Location: Salt Lake City
Posted on: January 15, 2021

Job Description:

Military Veterans are Encouraged to Apply. Our Purpose We work 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results. Job Title Customer Success Manager - Remote Opportunity, US Job Summary As a member of the RiskRecon Client (Customer) Success team, you will be responsible for owning the entire post-sales client lifecycle, including onboarding, ongoing retention, adoption, quarterly business review, and renewal. You will work closely with our Sales team to identify upsell opportunities and renewal risks. As a Senior Client Success Advisor, you will be responsible for working with new and existing clients to ensure their RiskRecon journey- from purchase to renewal - is successful and effectively managed. Your mission is to become a trusted expert and to create an exceptional client experience using the RiskRecon solution. Your goals are to drive high levels of client satisfaction, great renewal rates, and sales add-on opportunities. Company Background: RiskRecon is a high growth SaaS company focused on enabling organizations to dramatically improve their third-party risk management programs. Our automated solution produces analyst-quality, risk-prioritized action plans that enable efficient prioritization of third-party security risks and constructive collaboration with vendors. In the past 10 to 15 years the entire IT application and outsourcing landscape has changed for most organizations as they shift from on premises software to the "cloud first" strategies. This transformation means that organizations increasingly rely on third-party vendors to protect and secure their sensitive systems and data. Yet these same organizations still rely on manual, once-a-year security questionnaires to evaluate the quality of each vendor's security practices. RiskRecon is a well-funded, venture backed company serving a large number of well-known organizations - large banks, healthcare, insurance, energy, business services and other global companies. Key Responsibilities: ----- -Work with each assigned client to define goals and other key performance indicators ----- -Apply your project management and communication skills to help clients ensure long term success and widespread use of RiskRecon - weekly tasks lists, hands-on workshops, regular review sessions, regular training and best practices sessions ----- -Promptly respond to prospect and client issues/concerns and coordinate escalation of issues with Operations, Technical support and other internal resources ----- -Conduct Quarterly Business Reviews with assigned accounts to review goals, adoption and future opportunities. ----- -Build relationships with technical resources and key decision makers within your accounts ----- -Proactively engage those within the account to ensure positive renewal outcome ----- -Use tools and gather metrics to regularly assess client onboarding progress, adoption of new features and maintain positive health status ----- -Be the "voice of the client" within RiskRecon and identify enhancement requests, escalate client resolves, track down answers to client questions, and so on. ----- -Work closely with operations/product support to resolve client issues and ensure status reports are communicated to appropriate sales, management and client contacts ----- -Identify opportunities to improve client -facing tools, documentation, and training materials Key Skills and Background: Knowledge and Skills ----- -The ideal candidate is a self-starter and is passionate about technology ----- -Excellent phone/verbal and written skills in English with Spanish or Portuguese as a second language preferred ----- -Ability to work in a team environment but have the ability to work independently ----- -Strong leadership abilities across multiple departments like Sales, Support, Finance and Product Management ----- -Excellent organization, motivation, leadership and interpersonal skills ----- -Background in cyber security a plus ----- -Comfortable working remotely from home office Experience and Education ----- -Bachelor's degree or equivalent ----- -Experience in account management or client success role within a SaaS organization and/or experience in Third Party Risk or GRC ----- -Proven track record of working with enterprise accounts, with the ability to create and maintain relationships at all levels ----- -Prior experience working in a young, high growth company environment ----- -Experience with or equivalent CRM systems ----- -Third Party Risk practitioner experience highly desired ----- -Ability to communicate in Spanish, Portuguese or both is preferred Travel: Expect up to 25% travel Due to COVID-19, most of our employees are working from home. We've implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we're all in this together. Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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