Vice President of Customer Success, Mastercard
$151-290k
Salary dependent on location
More information about location
Global payments technology company
Job no longer available
Global payments technology company
1001+ employees
Job no longer available
$151-290k
Salary dependent on location
More information about location
1001+ employees
Company mission
To connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible.
Role
Who you are
- Our ideal candidate has a strong record of success leading Customer Success teams at high-growth B2B SaaS companies and understands the vital role played by Customer Success in driving the engagement, success, retention, and growth of clients
- Track record of successful leadership in customer success/services/consulting, preferably at a SaaS company dealing with large and/or enterprise customers
- Deep understanding of the marketing technology ecosystem (customer data, CRM, messaging and loyalty platforms)
- Demonstrated history of successful team management (preferably global team)
- Strong executive presence and ability to present to C-level executives as a vendor representative
- Ability to understand complex technology and explain it simply
- Understand how to manipulate, analyze, and interpret data
- Expert level in Excel/Google Sheets
- Experience or familiarity with project management software
- Ability to multitask, prioritize and handle issues/escalations under pressure
- Cross-functional player with the ability to work well both independently or with teams
- Must be fluent in English
- Tableau (or other BI tool), SQL, and/or data analysis experience - advantage
What the job involves
- This is a strategic role for someone who understands the ins and outs of technical data, has great customer relationship-building skills, and excels at matching product capabilities to customers’ business needs
- In this critical role, you will build and shape a customer success organization dedicated to servicing SessionM clients
- You will be responsible for the success management strategy and its execution as well as key Customer Success metrics and operational goals
- Our SessionM target customers are some of the biggest in the world; you will form strong relationships and think creatively to achieve the complex requirements of these enterprises
- Lead the Global SessionM customer success team, taking responsibility for the methodology, people management, and overall success of the team
- Build and scale frameworks for customer success and program management across the customer success team, and with enterprise SessionM clients
- Drive customer outcomes and value across all customer segments from the very small through the Enterprise
- Increase renewal rates and reduce churn
- Drive growth and expansion, working closely with the cross-functional teams
- Develop working relationships with executive leaders across our global SessionM clients (will involve global travel when appropriate)
- Evangelize the adoption of SessionM products and achieve a high degree of customer satisfaction
- Assist Customer Success Managers with their key deliverables
- Utilize program management skills to drive all aspects of project planning, governance, and onboarding, including detailed deployment timelines, deliverable definitions, status communications, project success criteria, and issue mitigation and resolution
- Partner with SessionM data analysts, engineering, and product development teams to produce business value and coordinate tasks
- Deliver projects on-time and on-budget while communicating and resolving issues in a clear and professional manner, and serving as the primary point of contact to the client during project implementation
- Communicate project status and issues internally across multiple organizational levels
Our take
Mastercard is in the global payments business, and operates the world's fastest payments processing network. Its products and solutions have become central to everyday commerce across the world, in activities ranging from shopping and travelling to running businesses.
As the economy has become more and more digitised, Mastercard has been a leading player in helping businesses and individuals across the globe embrace card payments and digital banking. One of the world's largest companies, its revenue has seen consistent gain in the last 20 years.
The challenge for modern payments companies is that payments are always changing, as seen in the astronomical rise of contactless payments over the last decade. Mastercard's acquisition of blockchain systems, and an overall focus on leveraging its technology towards a digital economy, has placed the company in good stead to keep up to date with current trends, like cryptocurrency, in the digitised payments world.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Company benefits
- Gym membership
- Share purchase options
- Extra holiday purchase optional
- Work from home opportunities
- Health insurance
Company HQ
Purchase, Harrison, NY
Leadership
Michael Miebach
(CEO)Has served in a variety of roles at the company, including President and CPO. Currently Board Member at IBM, Accion, the World Resources Institute, the US-India Strategic Partnership Forum, and the Metropolitan Opera. They are also a Trustee of USCIB.
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