Customer Success Manager Team Lead, Mastercard
Specialised Product Delivery
Global payments technology company
Be an early applicant
Global payments technology company
1001+ employees
Be an early applicant
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
- Experience in a customer success role in business intelligence or data products
- Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables
- Execute a data-driven approach to defining priorities and tracking success
- Demonstrating a customer centric mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users
- Ability to lead and manage a strong team
- Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker (Advanced Word, Excel, and PowerPoint skills)
- Enthusiastic and authentic leader with the ability to inspire others and create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness
- Exceptional analytical and quantitative critical thinking skills
- Demonstrated ability to develop relationships with both mid- and executive-level customer contacts
- Bachelor’s degree or equivalent qualification
- Fluent local office language and English required; other languages desirable
- Comfortable with significant customer interaction and excited to build relationships
- Advanced Word, Excel, and PowerPoint skills required
What the job involves
- The Client Service team is a key differentiator for Mastercard, providing the innovative services that help our customers grow
- Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base
- We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs
- Within Services, the Mastercard Business Intelligence (MBI) suite of products, aims to bring to market innovative solutions combing the power of consulting and technology
- With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end
- The role will lead initiatives to support the growth and scalability of the MBI product suite business in the region
- Make an Impact as a Customer Success Manager, Team Lead, Specialized Product Delivery (SPD), Advisors & Consulting Services
- Advisors Specialized Product Delivery is a client-facing team driving Customer Success for Mastercard Services, Data and Platforms by:
- Building strong credible relationships with our clients and internal stakeholders
- Acting as ‘voice of the customer’ internally and use these valuable feedback / insights to drive customer experience
- Reducing customer churn in supporting renewals and driving customer expansion
- Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
- Acting as the knowledge expert on products and solutions and the most effective means of implementations
- Collaborating cross functionally with product, sales, and marketing teams to align customer insights with business strategies and identifying growth opportunities including selling Mastercard products and services
- As a Customer Success Team Lead, you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our customers and Mastercard
- You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers
- Lead and mentor a team of customer success managers including driving objectives, supporting their career development, day-to-day guidance, escalation management and aligning with other Mastercard teams such as Product, Finance, Sales on global product goals
- Act as a coach for our customers. Your proactive coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals
- Partner with the sales teams with a commercial mindset to ensure clear & required solution definition for the client with a proposed implementation plan
- Act as the knowledge expert on new and complex products and the most effect means of delivery
- Conduct product demos, develop and deliver training sessions and/or workshops
- Engage with users to understand current needs and paint points and thereby improve their ability to utilize our products and solutions to derive insights and support business decisions
- Partner with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials, also supporting the roadmap and feature development
- Research and deliver solutions for complex problems and respond to inquiries
- Program management and delivery of new and complex products, platforms and services to market smoothly and efficiently
- Identify areas of improvement, track project & task updates, and identify clients at risk of churning
- Drive operational activities like billing code requests, bulletin publications, monthly billing accuracy, salesforce accuracy, opt-out monitoring, actuals and forecast revenues review, cost, and product performance reporting
- Manage escalations effectively - providing proactive solutions to address customer challenges
- Drive usage and engagement of the products across the MBI suite
Salary benchmarks
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
- Pension plan
- 25 days holiday (excl. bank holidays)
Company values
- Trust - integrity, respect, openness
- Agility - urgency and value through innovation
- Partnership - working as one team for the benefit of all
- Initiative - taking bold and thoughtful actions
Company HQ
Purchase, Harrison, NY
Articles
Leadership
Michael Miebach
(CEO, not founder)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.
People progressing
Joined as VP in 2008, promoted 4 times in 11 years to their current position of Executive Vice President.
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