Customer Success Team Lead, Specialized Product

6 months ago

Sydney, Australia Mastercard, Inc. Full time

**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**

Customer Success Team Lead, Specialized Product Delivery (SPD), Advisors Client Services

Advisors Client Services, Data & Services

Mastercard Data & Services provides cutting-edge data analysis and services to Fortune 500s, governments, and nonprofits to make multimillion-dollar business decisions and grow their organizations. Focused on thinking big and scaling fast around the globe, the Advisors Client Services team is responsible for end-to-end solutions for a diverse global customer base. We combine traditional management consulting with our rich data assets and in-house technology to provide our customers with powerful strategic insights and recommendations. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard Data & Services also works closely with major retailers, airlines, FinTechs, and other enterprises, leveraging data and insights garnered from within and beyond its network.

Roles and Responsibilities

Make an Impact as a Customer Success Manager, Team Lead, Specialized Product Delivery (SPD), Advisors Client Services

Advisors Specialized Product Delivery is a client-facing team that partners with customers and helps them drive measurable value by:

- Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
- Project managing the delivery of new and complex products and solutions to our customers
- Partnering with our product and sales teams to ensure clear communication to our customers, incl. developing and maintaining customer support and sales materials
- Acting as the knowledge expert on products and solutions and the most effective means of implementations
- Engaging in pre-sales activities to showcase value future customers can achieve from the solutions

As a Customer Success Manager you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our customers and Mastercard. You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers.

Your Responsibilities
- You will lead a team of customer success managers incl. objective setting and career development, day-to-day guidance, escalation management and also aligning with other Mastercard teams such as Product, Finance, Sales on global product goals
- You will act as a coach for our customers. Your proactive coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals
- Conduct product demos, develop and deliver training sessions and/or workshops
- Engage with users to understand current needs and paint points and thereby improve their ability to utilize our products and solutions to derive insights and support business decisions
- Partner closely with product teams to create new features that best serve our customers
- Research and deliver solutions for complex problems and respond to inquiries
- Identify areas of improvement, track project & task updates, and identify clients at risk of churning

**Qualifications**:
All About You
- Experience in delivery of SaaS solutions or data products
- Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables
- Product-minded and focused on delivering solutions that are scalable, leverage cutting-edge technologies, and ultimately delightful for end-users
- Proven ability to work with both business and technology stakeholders; strong writer, presenter and speaker
- Exceptional analytical and quantitative problem-solving skills
- Enthusiastic with the ability to inspire others and create a collaborative culture of teamwork
- Demonstrated ability to develop relationships with both mid
- and executive-level customer contacts

All About You

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