TASC

Vice President, Customer Success

TASC

full-time

Posted on:

Location Type: Office

Location: Sao Paulo • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • Create, train and continuously improve a group of high performing Customer Success Managers (CSMs) for a designated region within the newly centralized global organization
  • Responsible for talent strategy, recruitment, onboarding, training, performance management and creating a high performing team culture
  • Continuously improve the team’s ability to improve customer outcomes and ultimately lead best practices in the industry
  • Work closely with the Regional Customer Success Lead to understand current and future customer needs
  • Act as an advocate for customers in the region
  • Remove roadblocks, align stakeholders, and provide resources so that Customer Success Managers can deliver the best value to customers
  • Develop and execute the talent plan to achieve regional Customer Success strategies in alignment with global goals
  • Lead, coach, and inspire a diverse team of Customer Success professionals, fostering a culture of excellence, inclusion, and continuous development
  • Partner with various teams to maximize customer satisfaction and business growth
  • Identify and pursue best practice methodologies to achieve value expansion, renewals, and advocacy within the region
  • Oversee technical and operational readiness enabled by the Services Customer Success Center of Excellence

Requirements

  • Proven experience leading large, multi-disciplinary teams in Customer Success or related functions
  • A strong practitioner of talent development: Builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture.
  • Development focus at the individual and team levels
  • Advanced understanding of payments, technology, and digital platforms
  • Demonstrated capability to articulate and quantify value to customers and bring a consultative selling mentality to customer relationships
  • Strong analytical skills; ability to leverage data for strategic decision-making
  • Demonstrated success in driving customer engagement, retention, and growth
  • A strong collaborator with the ability to create followership by generating value for stakeholders. Creates strategic networks and partnerships internally and externally
  • Enterprise-Wide Mindset​: Utilizes various leadership styles to influence and facilitate collaboration across the business, and effectively navigates the matrix to reach shared Mastercard goals
Benefits
  • False
  • Drafts and implements talent plan within the customer success organization
  • Implements and tracks business key performance indicators (KPIs)
  • Conducts presentations and training workshops for various internal stakeholders
  • Guides the customer success organization in maximizing its operational efficiency
  • Facilitates career growth and development plans for employees within a structured approach
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success managementtalent developmentdata analysisconsultative sellingperformance managementteam culture developmentstrategic decision-makingcustomer engagementcustomer retentionvalue expansion
Soft Skills
leadershipcoachingcollaborationinclusivitycommunicationinfluencenetworkingproblem-solvingstrategic thinkingteam building