Director, Customer Success

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Director, Customer SuccessOverview
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.

Responsibilities
As a Regional Customer Success Director for Security Solutions products, you will support in the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The Director will 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.
The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness.
Customer Engagement:

• 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

Growing the Business:

• 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

• Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data
Technical & Program Readiness:

• 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

• Direct and oversee the collection and reporting of customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products
All About You:

• Enthusiastic manager of talent who builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level

• Advanced experience 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 and application of that knowledge to address customer/market needs in these areas are a plus

• Extensive 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

• Highly skilled 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

• Demonstrated experience building and maintaining relationships with the ability to create followership by generating value with key stakeholders across the organization

• Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners

• Proficiency in English required

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

---