Manager, Customer Success Excellence

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

Manager, Customer Success Excellence

Overview:
The role holder is accountable for developing and executing long-term strategies that enhance customer experiences, drive retention, and contribute to overall business growth across Mastercard's Commercial & New Payment Flows (CNPF) business, which includes solutions that help businesses and institutions move money more efficiently. This includes developing and implementing globalized and scalable customer success frameworks and models; curating and scaling best practices, processes, tools, and technologies; and gathering and analyzing market trends, customer feedback, and performance data.

The position plays a crucial role in shaping customer success initiatives by leveraging financial insights, data analytics, and process optimization to create scalable and impactful customer engagement models. It also collaborates with key stakeholders to drive customer-centric strategies that align with organizational objectives and ensure sustainable success.

Role:
• Ensure internal teams and external customers have the knowledge, tools, and guidance needed to effectively adopt and use products and services
• Help customer success frontline business development teams to achieve their business goals by enabling them to fully leverage available products and solutions
• Partner with internal stakeholders to deliver customer training, enablement materials, and data-driven recommendations
• Design and execute customer success strategies that improve retention, encourage customer advocacy, and identify opportunities for additional value
• Gather and analyze market trends, customer feedback, and performance data to improve customer engagement and inform continuous improvement efforts

All About You
• Experience in designing and operating global scalable frameworks and governance structures
• Ability to translate insights into actionable plans
• Strong business acumen and commercial awareness
• Strategic and collaborative work approach across various business lines, functions, and regions
• Excellent interpersonal, written, and verbal communication skills
• Fluency in English
• Availability to work from the office three days per week

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.