Customer Success Manager Team Lead, Specialised Product Delivery

cial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion (https://https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respect their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

All About Us

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.

All About the Role

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.

Your Responsibilities

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

All About You

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.

All About Your Education & Skills

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.

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.