Description
Mastercard is seeking a Manager, Customer Success Excellence to develop and execute long-term strategies that enhance customer experiences, drive retention, and contribute to overall business growth.
The successful candidate will be accountable for:
- Developing and implementing globalized and scalable customer success frameworks and models
- Curating and scaling best practices, processes, tools, and technologies
- Gathering and analyzing market trends, customer feedback, and performance data
- Ensuring internal teams and external customers have the knowledge, tools, and guidance needed to effectively adopt and use products and services
- Helping customer success frontline business development teams to achieve their business goals
- Partnering with internal stakeholders to deliver customer training, enablement materials, and data-driven recommendations
- Designing and executing customer success strategies that improve retention, encourage customer advocacy, and identify opportunities for additional value
The ideal candidate will have:
- 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