Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Director, Customer Success Director, Customer Success LACOverview
Mastercard Identity is seeking an experienced Director of Customer Success to successfully lead the CS function for our LAC (Latin America & Caribbean) region. The Director of Customer Success will manage our local Customer Success team, serve as escalation point for internal and external stakeholders, serve as a key conduit for regional market feedback, and generally oversee Customer Success strategy and operations for the region. This role reports to the VP, Customer Success - Americas.
Responsibilities
Lead all activities relating to retention and growth for LAC region, including renewals, expansions, optimization efforts, demonstration of value/ROI, customer advocacy and hospitality, etc.
Identify cross-sell & cross-tell opportunities for customers with the goals of driving customer value and enhanced strategic goals through our broad range of Services products
Work collaboratively with Sales, Business Development, and other market-facing colleagues to drive incremental revenue growth within the region
Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
Build strong relationships with stakeholders across all business and technology levels
Lead and mentor a team of Customer Success Managers. Foster a culture of customer centricity and delivering exceptional customer management
Develop and present business and performance metrics to key stakeholders internally and externally
Develop and maintain expertise in Mastercard Identity Solutions products, identity/risk solutions and partners, and other competitors
Notify customer accounts of product enhancement and/or releases that impacts service or functionality
Represent the voice of the customer; ensure the company provides client-minded products and services that meet the needs expressed by the markets
Work cross-functionally in a matrixed organization for the continual satisfaction of the customer and the alignment of other market-facing roles across Mastercard
Up to 30% travel, domestic and international
About you:
Enthusiastic manager of talent who builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
Knowledge and understanding of Identity, Fraud and/or Payments technologies and application of that knowledge to address customer/market needs
Successful track record of identifying “next opportunity” for customers to further partner with Mastercard to enhance the strength and value of the partnership for both parties
Successful record in developing and implementing sustainable customer success strategies that align with the organization's goals
Extensive experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
Highly skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
Experience in creative thinking and development of innovative solutions to complex customer challenges
Ability to prioritize tasks effectively under limited supervision
Highly effective communicator and stakeholder manager across varied functions and seniority – both internally and externally
Strong presentation skills and proven ability to distill complex ideas into simple, actionable insights
Comfort in a fast-paced tech environment
Written and oral fluency in English, Spanish, Portuguese.
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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