Director, Customer Engagement Manager - Onboarding

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 Director, Customer Engagement Manager - Onboarding Overview The Customer Engagement Manager – Onboarding is responsible for managing newly signed Mastercard customers from late-stage sales execution through initial onboarding and successful transition to steady-state account management. This role serves as the primary customer relationship lead during the customer’s early Mastercard lifecycle, ensuring a seamless handoff from Sales, close alignment with Product Delivery, and a high quality onboarding experience. The role provides relationship management, commercial awareness, and executive communication with strong onboarding discipline, operational coordination, and cross-functional engagement with Product Delivery, Implementation, Product, Support, and other internal Mastercard teams. The Customer Engagement Manager – Onboarding acts as the customer’s guide through Mastercard during the early relationship stage, helping the customer understand Mastercard’s operating model, implementation process, stakeholder ecosystem, governance structure, escalation paths, and long-term success model. Once the customer is live and operationally stable, this role facilitates a formal transition to the long-term Customer Account Manager.

Responsibilities Late Stage Sales Engagement and Deal Readiness • Engage in late-stage sales to clarify customer objectives, solution scope, and expectations. • Review commitments, identify risks, and ensure alignment between customer expectations and delivery capabilities. • Document non-standard commitments and potential onboarding challenges early. Customer Relationship Ownership During Onboarding • Serve as the primary relationship lead for customers during onboarding. • Establish trust, credibility, and clear communication routines with customer stakeholders. • Monitor customer sentiment and address concerns proactively throughout the onboarding process. Product Delivery Partnership • Align customer expectations with implementation plans by partnering closely with Product Delivery. • Track and escalate risks, issues, and blockers impacting onboarding or satisfaction. • Ensure business objectives remain connected to technical and operational activities. Governance and Communication • Establish structured onboarding governance and maintain visibility to milestones and risks. • Lead customer onboarding check-ins and prepare status summaries. • Escalate risks promptly to prevent customer-impacting issues. Customer Education and Mastercard Navigation • Orient customers to Mastercard’s organizational structure, support model, and engagement processes. • Clarify escalation paths and introduce relevant teams as needed to solution business and strategy related requests. • Educate customers on post-launch routines and prepare them for account management transition. Transition to Long-Term Account Management • Lead the structured handoff to the long-term Account Manager post go-live. • Develop transition materials and confirm all implementation outcomes and open items. • Facilitate introductions and ensure continuity of objectives and relationships. All About You Key Skills and Competencies • Relationship Management: Quickly build trust with new customers, represent Mastercard professionally, and manage stakeholder relationships. Must demonstrate executive presence, active listening, customer empathy, confidence-building