Manager, Customer Success

anization. With a focus on Loyalty and Pba (Zapp), the Customer Success Team collaborates with product owners, development teams, Regional Delivery, and other stakeholders across Mastercard to deploy solutions efficiently and effectively with speed, quality, and predictability.

The Customer Success Team is responsible for assisting customers with the pre-implementation and implementation activities supporting Regional Delivery teams where necessary from customer onboarding, testing, launch, and transition to BAU.

The Customer Success Team at its core has the following remit:
oResponsible for educating and supporting new and existing customers on the integration aspect of Loyalty product implementations including consultancy, training, testing, and customized production configurations.
oPartners with Global Product, Customer Delivery and TECH providing technical support and product expertise to customers throughout the lifecycle of the product: from concept to build to market test to launch evolving / enhancing the product.
oDefines requirements for new [or enhancements to existing] onboarding and troubleshooting tools, adhering to standards, processes, and best practices.

Responsibilities
oSupport customers through pre-implementation and implementation phases.
oEnsure that programming, testing, deployment, implementation, documentation, maintenance, and support of systems application software is done in adherence with Mastercard standards, processes, and best practices.
oActively look for opportunities to enhance standards and improve process efficiency, bringing those to the team lead for support in execution.
oSupport collection and reporting of project metrics.
oRaise any customer project escalations.
oBuild strong working relationships with the cross-functional partners, including but not limited to, Regional Delivery teams and leadership, GPI, Business Optimization, Product, Tech.

All About You
oPrior experience in a customer facing role.
oPrior implementation experience is a plus.
oWorking knowledge of Loyalty.
oWorking knowledge of web development and technologies.
oMust be high-energy, detail-oriented, proactive, and able to function under pressure to meet tight deadlines.
oStrong verbal and written communication skills
oStrong relationship, collaborative, and organizational skills with a high degree of initiative and self-motivation.
oAbility to work as a member of matrix based diverse and geographically distributed project team.
oWillingness and ability to learn and take on challenging opportunities.
oCan quickly learn and implement new technologies, application appropriate frameworks and tools.
oExceptional attention to detail.
oAbility to comprehend and apply complex concepts and technologies.
oAbility to deduce and discern challenges, bottlenecks, and pitfalls at conceptual phases of an architecture, solution and / or infrastructure.
oAbility to work across cultures, time zones and career levels.
oExperience identifying gaps in project plans and incorporating adjustments before implementation.
oSuccessfully anticipated project risks and prepared comprehensive contingency plans.

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.