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

The Manager, Customer Delivery will have the responsibility of leading all activities related to the customer’s integration from the final stages of the sales process to go live. This customer-facing position plays a key role in supporting Tier 1 strategic accounts and/or complex integrations by partnering with the sales and account management teams to successfully integrate Ethoca products.
Our ideal candidate is someone who wants to combine their problem solving and communication skills to deliver exceptional experiences for our customers. They can ask the right questions to understand our customer’s needs and then recommend the best integration solution, build a plan, and stick to it. This person also constantly looks to find a better way to get things done and thrives in a fast paced and dynamic environment. If this ignites the spark in you and you have the skills we’re looking for, please keep reading.
This role will also have indirect people management responsibility acting as a peer coach and mentor to the Sr. Analyst and Analyst roles on the team. In regional markets, they may also be required to perform day to day oversight of the team and the training of new team members.

Your Challenge:
•\tOwn the end-to-end customer onboarding experience. Gather requirements, scope, configure systems and run functional testing to get the client production ready.
•\tCreate a positive customer service experience by understanding and meeting customer needs quickly and professionally.
•\tReview current business and customer processes; identify and recommend new integration solutions that meet these requirements, improve customer and/or operational experience, and do so in a consultative way.
•\tPartner with our Sales and Account Management team by providing product and technical expertise during the pre-sales and sales process.
•\tAct as a conduit between internal and external stakeholders while successfully managing expectations and competing demands.
•\tRun online product demonstrations and customer training.
•\tDevelop and maintain expertise on all internal systems and onboarding processes.
•\tCollaborate with our product team to support the rollout of new product features and enhancements, and new product launches.
•\tAct as a coach or mentor to other members of the team.

Required Skills and Experience:

•\tExperience in implementing API/SFTP B2B technology solutions ideally in fintech or SaaS (i.e. as a sales engineer, customer support, implementation manager)
•\tStrong influencing and stakeholder management skills will help you excel in this role. You’ll be required to build advocacy and drive others to achieve a set-plan.
•\tEnjoy interacting directly with Customers; and learning about their business
•\tBe a natural born project manager with a proven track record in handling multiple complex projects simultaneously. Previous exposure to project management methodology either formal or informal. Know how to solicit requirements, build a plan, execute against it
•\tYou just don’t manage tasks; but you’re a savvy collaborator. You bring people together to achieve a goal
•\tClear and effective communicator capable of working with multiple internal and external stakeholders (i.e. client management, customer service, technical resources, project managers, business leads, product managers)
•\tHave a keen eye for detail and the ability to get a configuration right first time.
•\tContinuous improvement – demonstrate your ability to make positive impactful changes
•\tFlexibility to support international time zones for our global customer implementations
•\tWe’re a global organization – some travel may be a component of the role
•\tBe quick on your feet – we move fast so you should thrive on learning and change

Assets, but not required:

•\tExperience of having worked with multiple tools and systems e.g. Salesforce, Postman, JIRA BOBJ.
•\tPrior experience and knowledge in Fraud & Chargebacks or payment solutions

Toronto Base Salary Range: 100,000-165,000 CAD

Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com 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.

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.