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.

Role 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…