Description
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 OverviewThe Customer Success Team is a global team within the Global Delivery Enablement organization. With a focus on Loyalty and Pba (Zapp), 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.
The Customer Success Team at its core has the following remit:
o Responsible for educating and supporting new and existing customers on the integration aspect of product implementations including consultancy, training, testing, and customized production configurations.
o Partners with Global Product, Customer Delivery and TECH providing technical support and product expertise to customers throughout the lifecycle of the product: from concept to build to market test to launch evolving / enhancing the product.
o Defines requirements for new [or enhancements to existing] onboarding and troubleshooting tools, adhering to standards, processes, and best practices.
Responsibilities
o Support and lead the team as a people manager, managing capacity, development, escalations, and KPIs
o Support customers through pre-implementation and implementation phases.
o Ensure that programming, testing, deployment, implementation, documentation, maintenance, and support of systems application software is done in adherence with Mastercard standards, processes, and best practices.
o Actively look for opportunities to enhance standards and improve process efficiency, supporting the team to make the appropriate changes.
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 Strategically assess new products requiring the support of the Customer Success Team ensuring processes align to best practices.
o Partner closely with Global Product Integrators, ensuring documentation is appropriately collected in deliverable documentation, providing support where needed.
o Provide product and technical leadership to the team, working closely with them to close any knowledge gaps.
o Mange team members through coaching, goal setting, talent/career development, performance appraisal process, etc.
o Oversee the team ensuring objectives/goals are on target.
o Handle any customer project escalations.
o Acts as a senior reviewer to all project teams, provides business/technical consultation in several related disciplines and translates senior vision to direct reports.
o Drives mission of services, spearheads processes and product improvements and leverages subject matter expertise to advise teams.
o Takes a lead position in complex initiatives of strategic importance and implementations to ensure success in consultation, project management, testing and turn-up, as well as internal and external technical support
o Build strong working relationships with the cross-functional partners, including but not limited to, Regional Delivery teams and leadership, GPI, Business Optimization, Product, Tech.
All About You
o Experience with mentoring and ramping up junior team members.
o Prior people leadership experience.
o Prior experience in a customer facing role.
o Prior implementation experience is a plus.
o Working knowledge of Loyalty.
o Working knowledge of web development and technologies.
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 Ability to work as a member of matrix based diverse and geographically distributed project team.
o Willingness and ability to learn and take on challenging opportunities.
o Can quickly learn and implement new technologies, application appropriate frameworks and tools.
o Exceptional attention to detail.
o Ability to comprehend and apply complex concepts and technologies.
o Ability to deduce and discern challenges, bottlenecks, and pitfalls at conceptual phases of an architecture, solution and / or infrastructure.
o Ability to work across cultures, time zones and career levels.
o Experience identifying gaps in project plans and incorporating adjustments before implementation.
o Successfully anticipated project risks and prepared comprehensive contingency plans.
Corporate Security Responsibility
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:
Abide by Mastercard's security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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