Manager, Gateway, Tech Support at MasterCard

Ref No: R-145342

Job Description

• 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 roles will 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.
• This role reports to the Customer Solution Center Lead + regional MPGS team

Key Responsibilities
Act as an expert for their geography/solution portfolio:

• Provides Payment Gateway, Fraud solutions, online payments, eCommerce subject matter expertise and leverages MasterCard acceptance solutions to drive sales and revenue goals
• Work with acquirers, payment facilitators and payment service providers to drive MPGS utilization and enable the roll-out of new checkout experiences
• Provides market intelligence and market requirements to product managers to support product design, development and implementation efforts
• Build and manage a strong sales pipeline and monitor opportunities
• 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 technical architecture of the customer 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 Products and Solutions roles in large CSCs may manage a team.

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.