Senior Customer Success Specialist

Role Overview

• As a Regional Customer Success Manager for Services, support the development and delivery of strategic priorities within the region
• Focus on ensuring the priority customers and segments they work with 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
• 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

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

Tech Stack

• Cyber Security

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