Sr. Specialist - Regional Customer Success Operations, Services

MasterCard•Purchase, NY

58d•$77,000 - $141,000

About The Position

Are you passionate about building scalable operations that empower customer-facing teams to deliver exceptional value? Join Mastercard's Services Customer Success team as a Customer Success Operations Sr. Specialist. In this role, you'll help shape the future of customer success operations across a global, growing organization. You'll 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 a member of the regional customer success leadership team and will support 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.

Requirements

Operational Excellence experience in the areas of sales strategy and operations, sales excellence, delivery excellence, etc.
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
Strong analytical skills with experience in visual storytelling and a skill for choosing appropriate graphs and visuals to deliver an impactful message with data
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 a shifting organizational environment, 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
Analytical skills required and ability to distill information quickly for executive level updates and QBRs

Nice To Haves

Experience with Gainsight or similar CS platforms, a plus

Responsibilities

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
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
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
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

Benefits

insurance (including medical, prescription drug, dental, vision, disability, life insurance)
flexible spending account and health savings account
paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
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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