As a Regional Customer Success Manager for Services, you will support 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 Manager 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.
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.
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.

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analyticsbusiness intelligencepayments technologycybersecurityrisk managementcustomer metrics analysistechnical capabilities translationsolution developmentcustomer health managementperformance optimization

Soft Skills

customer engagementcreative thinkingstrategic decision makingcross-functional collaborationcustomer-centric communicationpartnership developmentinclusive culture nurturingteam developmentinnovation drivingproblem solving