Job
Description
As a Manager, Customer Success, Services, you will be responsible for driving consistency and alignment across Customer Success (CS) in Services by establishing new Regional Customer Success teams. These teams will play a crucial role in ensuring that customers achieve their desired outcomes and maximize the value of products and services. Your advocacy for the customer experience will be key in identifying and solving customer issues related to products in the fraud and card operations areas. Collaborating with cross-functional partners, you will address customer needs, develop tailored strategies to enhance customer satisfaction and retention, and build customer advocacy. The outcomes of your team's work will include generating qualified leads for value expansion and providing feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team aims to foster long-term relationships and contribute to the growth and safety of the Mastercard ecosystem. Your primary responsibilities will encompass three key areas: customer engagement, business growth, and technical and program readiness. In terms of customer engagement, you will identify optimization opportunities to drive customer value and strategic goals through products. You will articulate key performance indicators related to cost, performance, and optimization, along with the insights associated with them. For business growth, you will leverage Mastercard Services offerings to achieve customer goals and realize the value propositions of Mastercard products. Additionally, you will identify opportunities for introducing additional Mastercard products to enhance customer value potential and the impact of Network Product offerings. Your ability to evaluate business models, partnerships, and agreements will ensure that product business cases are financially viable and supported by solid data. Regarding technical and program readiness, you will develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and the Customer Success value proposition. You will translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner, as well as gather and report customer feedback on product gaps and pain points to refine value propositions and improve products. To excel in this role, you should be skilled at leveraging insights from market analysis and customer engagements to inform strategic decisions, drive innovation, and sustain competitive advantage. Experience in using tools and technology for data analytics and business intelligence on cyber threats, fraud, risk, and vulnerability will be beneficial. You should have a proven ability to translate complex technical capabilities into effective solutions that address customer needs clearly and customer-centrically. Proficiency in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth is essential. A successful track record of identifying opportunities for customers to enhance partnerships, creative thinking, and developing innovative solutions to complex customer challenges is required. You should be an enthusiastic individual who collaborates effectively with a diverse, high-performing team, fosters a winning and inclusive culture, and focuses on individual and team development. Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and digital platform partners will be advantageous.,
