Director, Customer Success

Job description

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 Success External Title Posting: Director, Customer Success, Payments Internal Title: Director, 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 Advisors 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 works 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 enhanced customer value, net retention rate (NRR) of revenue, 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 Customer success plays a pivotal part in ensuring that customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. As a Customer Success Director, your primary areas of responsibility include: 1) People Management, 2) Operational Management 3) Product Launch Coordination, and 4) Customer Engagement. As a People Manager, you support a team of Customer Success Managers to grow into best-in-class Customer Success talent via coaching and training. This includes assessing and developing their skills, managing their performance and career development, and creating the conditions for success in their role and in their career at Mastercard. This is a people-oriented role that requires extensive experience in building and executing learning plans, collecting and providing feedback, performance evaluation and performance management, preparing and justifying promotions and overall career management. Being part of a delivery organization, you act as an Operational Manager, working in close alignment with the Services Customer Success Center of Excellence on implementing new processes and continuous improvement of the current state to ensure high adoption, transparent performance measurement, and outcome achievement from the team. Coordinating Product launches in the Region: working hand in hand with the Regional Customer Success Leadership team, Network Services, and Regional Product Owners to define, implement, and report on the launch plan for new products. This includes internal and external communication plans, internal enablement, customer training, usage and adoption monitoring and value quantification. Customer Engagement, as a senior Customer Success professional, build robust customer partnerships by deeply understanding their business needs and actively managing customer health and value realization throughout the network product launch and post-sale phases. You proactively identify opportunities to optimize customer outcomes, aiming to drive greater value and support their strategic objectives through Mastercard’s products. In this capacity, you clearly articulate key performance indicators related to cost, performance, and optimization, providing actionable insights to help customers achieve measurable improvements and ensure alignment with their priorities. All About You: Enthusiastic manager of talent who builds, energizes and unlocks the potential of 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 Knowledge and understanding of payments technology and application of that knowledge to address customer/market needs Successful track record of identifying “next opportunity” for customers to partner with Mastercard to further enhance the strength and value of the partnership for both parties Successful record in developing and implementing sustainable customer success strategies that align with the organization's goals Extensive experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth Highly skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage Experience in creative thinking and development of innovative solutions to complex customer challenges Demonstrated experience building and maintaining relationships with the ability to create followership by generating value with key stakeholders across the organization Advanced ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner Spanish and 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.