Specialist, Customer Success Operations & Enablement
Specialist – Regional Customer Success Operations, Services
Overview Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Our Regional Customer Success teams play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for customer experience, this team is accountable for a strong onboarding experience, providing ongoing strategic support, and fostering long-term relationships. They work collaboratively with cross-functional teams to address customer needs, gather feedback on product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service with our customers, the team is dedicated to driving customer value and contributing to the overall growth of the organization. About the Role Are you passionate about building strong value propositions that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations & Enablement Specialist. In this role, you’ll help shape the future of how we bring our network products to market grounded in value within the region. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences. As a Customer Success Specialist, you will support best-in-class go to market readiness for our CS teams within the region. You will be working with key partners such as Network Services, Product, Value Enablement, and Marketing in the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues. Responsibilities will include: Strategy & Process Design 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:
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