Role Description Seu desafio no time: - Mensalmente, centenas de empresas e agências, de diversos portes e segmentos, iniciam suas jornadas dentro de nossas soluções RD Station Marketing e RD Station CRM em busca de resultados. - Conectar-se com clientes que solicitaram o cancelamento, entender o real problema e resgatá-los, reduzindo o churn por meio da retenção de MRR e entrega de valor das nossas soluções. Dentro do seu squad, você contará com o apoio de ferramentas avançadas de gestão de informações e treinamentos sobre técnicas de negociação. Suas principais entregas: - Diagnosticar a situação/problema do cliente: Conectar via call ou zoom rapidamente as empresas que solicitaram o cancelamento do produto, abordando-as de forma amistosa. - Proposta de solução: Conectar as dores dos clientes e mostrar como nossa solução pode alavancar os resultados da sua estratégia de marketing digital e vendas. - Negociação: A retenção pode ser uma nova venda de produto/projeto ou renegociar valores e questões contratuais. - Organização ponta a ponta do processo: Acompanhar o cliente desde o momento inicial do Pedido de Cancelamento até a finalização da sua jornada de contrato. Qualifications - Experiência anterior em cargos que envolvam negociação direta com o cliente (área de pré-vendas, vendas, resgate, cobrança, renovação, CS). - Resiliência para lidar com negociações difíceis e contornar objeções de vendas com persuasão. - Capaz de diagnosticar o cenário da empresa e propor estratégias que aumentem os resultados do negócio do nosso cliente. - Perfil multi-tarefa, capaz de lidar com alto volume de demandas. Requirements - Experiência ou cursos em Marketing Digital, Customer Success ou Inside Sales. - Conhecimento sobre técnicas de vendas, de oratória, storytelling, rapport, negociação. - Ter experiência prévia com meta e/ou volume alto de atendimento. - Ser uma pessoa comunicativa com clientes e stakeholders da área. Benefits - Bem-Estar Integral: Cuidamos de quem faz a evolução acontecer, buscando o bem-estar integral de cada colaborador. - Pluralidade e Pertencimento: Promovemos a inclusão e o pertencimento de forma ativa. Company Description Através de um ecossistema de mais de 12 mil pessoas inconformadas que, juntas, oferecem soluções, produtos e educam o mercado. - IH + IA (Inteligência Humana + Inteligência Artificial): Acreditamos que a tecnologia potencializa, mas as pessoas direcionam. - Protagonismo e Evolução: Somos movidos pelo aprendizado contínuo e pela coragem de assumir o comando da própria carreira. - Resultado Responsável: Valorizamos a liberdade para agir e a responsabilidade com o todo.

• You are the strategic lead at the interface between our B2B clients and our technical support team. • You plan and oversee onboarding and the tailored setup of CRM accounts. • You design and implement complex automations and “if‑then” logic that remove manual processes. • You review, optimize, and only approve technical processes once they run flawlessly for the customer. • You coordinate efficient project alignment meetings via Zoom and ensure proper use of the new infrastructure at the client.

• Drive the implementation process from start to finish, ensuring quick setup, clear communication, and immediate value delivery. • Collaborate cross-functionally with Sales, Product, and Tech to align on timelines, handovers, and technical requirements. • Partner with healthcare professionals to support adoption, understand their goals, and co-create strategies that deliver real outcomes. • Translate usage data and clinical impact into tangible value aligned with each organization’s KPIs. • Lay the groundwork for renewals and future transition plans starting in month 6: identifying key stakeholders, timelines, and potential risks. • Enable long-term continuity, reinforcing the strategic fit of our solution and its ongoing contribution to clinical and operational goals. • Scale with efficiency, managing a high volume of projects without compromising on quality, while continuously improving processes and sharing best practices.

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 Success Overview Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads. This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team's work will be qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem. Responsibilities As a Regional Customer Success Manager for Services, you will support the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The Manager will work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer. The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness. Customer Engagement: Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post-sale Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products Articulate key performance indicators related to cost, performance and optimization and the insights associated with them Growing the Business: Leverage Mastercard Services' offerings to achieve customer goals and realize value propositions of Mastercard products Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data Technical & Program Readiness: Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner Gather and report customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products All About You: Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth Successful track record of identifying "next opportunity" for customers to further enhance the strength and value of the partnership for both parties Experience in creative thinking and development of innovative solutions to complex customer challenges Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners Fluency in Bulgarian & English required 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.