Sr. Specialist – Regional Customer Success Operations, Services

Mastercard

5 - 9 years

13 - 18 Lacs

gurugram

Posted:1 month ago| Platform:

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Skills Required

customer success operations customer success continuous improvement gainsight tableau communication skills salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

Are you passionate about building scalable operations that empower customer-facing teams to deliver exceptional value? Join Mastercards Services Customer Success team as a Customer Success Operations Sr. Specialist
In this role, youll help shape the future of customer success operations across a global, growing organization
Youll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences
The Sr. Specialist of Services Global Customer Success Operations reports to the Customer Success Lead within the APAC and will support in the development and delivery of strategic priorities for Customer Success within Mastercard Services
The primary focus of the role will be to support best-in-class Customer Success Operations Mastercard Services business
You will be working within the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.

Responsibilities will include:

Strategy & Process Design Support the execution of the Customer Success (CS) Operations roadmap for Mastercard Services Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomes Support the implementation of scalable CS practices across diverse product lines and customer segments
Systems & Tools Support the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g, Salesforce, Tableau)
Implement integrated workflows that support white-glove, scaled, and digital CS motions
Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences
Metrics & Insights Track KPIs to measure CS performance and customer health Build dashboards and reports for stakeholders ranging from executives to front-line teams Track leading indicators of positive outcomes and perform analysis to identify trends that enable action
Collaboration & Enablement
Work with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIs Champion CS best practices across the organization and support change management initiatives
Conduct research on emerging trends (e.g, AI in CS) to inform strategy and innovation.

All About You:

Customer Success Operations or related role experience with an understanding of CS strategy and execution
Proven ability to design scalable processes and translate technical capabilities into business value
Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in for customer success strategies
Strong analytical skills with experience in reporting, dashboards, and performance metrics to drive customer success outcomes
Experience integrating with other technology solutions in the customer success space (e.g Gainsight, Salesforce, Tableau, etc) to create seamless and easy-to-use processes
Takes a high degree of ownership, optimizing processes to enhance efficiency and fostering a culture of excellence and continuous improvement
Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI
Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality
Experience with Gainsight or similar CS platforms, a plus.

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