Director, Customer Success

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Director, Customer Success

Overview
The Customer Success Team is a global team within the Global Delivery Enablement organization. With a focus on Commercial products and services, 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. This role will have a strong focus on supporting our Global customers as they implement our products and services in the Commercial space across various Regional Delivery teams.

o Do you thrive in a fast-paced customer facing environment?
o Do you have a strong ability to influence and collaborate cross functionally with business and technology teams?
o Are you able to toggle between the fine technical detail of our business and that of our customers, and the broader strategic picture?
o Are you passionate about ensuring the end-to-end delivery of business initiatives for the market are flawless and a good experience for our customers?
o Do you have the drive to take ownership of the delivery of solutions after the sale has been completed by initiating and driving the implementation process with Regional Delivery teams and cross-functional partners such as Product, Franchise and TECH, to ensure internal and external satisfaction?

Responsibilities
o Act as a centralized single point of contact for Global & Strategic customers, coordinating the various implementations across the regions.
o Provide dedicated focus, expertise, global oversight, and governance focusing on driving consistency throughout the implementation journey and improving speed to market.
o Provides enhanced Project or Program management for strategic and complex initiatives.
o Maintain a work plan identifying responsibilities, deliverables and processes that must be executed to achieve results. Document and steer specific milestones.
o Partnership with Global Product Integrators and Global Product Owners to refine processes and procedures through lessons learned and customer feedback.
o Support customers through pre-implementation and implementation phases as needed to ensure they are prepared for implementation with Regional Delivery teams.
o Support collection and reporting of project metrics while actively looking for ways to improve metrics reported by partnering with the Business Optimization and GPI teams.
o Provide product and technical leadership to the team, working closely with them to close any knowledge gaps.
o Handle any customer project escalations.
o Build strong working relationships with the cross-functional partners, including but not limited to, Regional Delivery teams and leadership, GPI, Business Optimization, Product, and TECH.


All About You
o Experience with mentoring and ramping up junior team members.
o Prior people leadership experience is a plus.
o Prior experience in a customer-facing role is a plus, particularly with hands on experience with customer engagement and support.
o Prior implementation experience is a plus.
o Working knowledge of and experience with Commercial Solutions, in particular Card, Expense Management and B2B solutions
o Strong core payments understanding preferred.
o Must be high-energy, detail-oriented, proactive, and able to function under pressure to meet tight deadlines.
o Strong verbal and written communication skills.
o Strong relationship, collaborative, and organizational skills with a high degree of initiative and self-motivation.
o Strong analytical/problem solving skills.
o Good personal organization & priority management skills.
o Abili