Manager, Enablement & Operations Customer Success, Services NAM
About The Position
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 Services 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 will work 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 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.
Requirements
- Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage.
- Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus.
- Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability.
- Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner.
- Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth.
- Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties.
- Experience in creative thinking and development of innovative solutions to complex customer challenges.
- Enthusiastic individual who works seamlessly with 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.
Responsibilities
- Support in the development and delivery of strategic priorities within the region.
- Focus on ensuring priority customers and segments experience positive change through more effective use of Services network products.
- Work closely with cross functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer.
- Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post-sale.
- Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products.
- Articulate key performance indicators related to cost, performance and optimization and the insights associated with them.
- Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products.
- Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings.
- Evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data.
- Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition.
- Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner.
- Gather and report customer feedback on product gaps and pain points.
- Use stakeholder insights to refine value propositions and improve products.
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- 16 weeks of new parent leave
- up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time
- 5 personal days
- 10 annual paid U.S. observed holidays
- 401k with a best-in-class company match
- deferred compensation for eligible roles
- fitness reimbursement or on-site fitness facilities
- eligibility for tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
