Specialist, Customer Success Center of Excellence Job Listing at Mastercard in Portugal (Job ID R-257825-Portugal, P-1269-046)

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

Specialist, Customer Success Center of Excellence Specialist – Global Customer Success Center of Excellence, 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.
The mission of our Services Global Customer Success Center of Excellence (COE) is to build a best-in-class Customer Success discipline that differentiates our services, drives superior business results for our customers, and generates advocacy within our customer base. The benefits of implementing Customer Success are well-articulated in the industry: increased Customer Lifetime Value, higher adoption rates, reduced support tickets, improved product feedback loops, increased customer advocacy to support our B2B marketing efforts, and qualified leads for additional partnership opportunities.
The Customer Success COE is focused on empowering a customer-centric Services organization that maximizes the value of Mastercard's products and partnerships through curation of internal and external best practices, processes and tools.
Responsibilities
The Specialist of Services Global Customer Success within the COE role will report to a VP within the COE and will support in the development and delivery of strategic priorities of Customer Success within Services. The primary focus of the role will be to execute on the implementation of customer success for Network products globally working side by side with the regions to stand up best in class customer success motions focused on results-based outcomes for our customers and our business.

The Specialist of Services Global Customer Success within the COE role will support all Network product groups across the regions with a primary focus initially on our Security Solutions products.
• Support VP's on implementing the approach we have designed while maintaining an understanding of best-in-class models and making recommendations towards them
• Provide research from internal and external sources on various aspects of customer success (including but not limited to the role of AI, key CS tools and how to drive their adoption etc.) to evolve the Mastercard Services approach
• Support VPs with analysis and recommendations to drive improved discipline/outcomes across the Services organization
• Provide ongoing support to regional and product teams on tools, data, engagement models, KPIs to help drive adoption across regions/product groups
• Elicit and disseminate best practices across the enterprise to drive continuous improvement
• Be an internal expert and advocate for the Customer Success discipline

All About You:
• Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives both internally and externally
• Proficiency in using data analytics and creating data visualizations to derive insights and make informed decisions that enhance customer outcomes
• Demonstrated experience building and maintaining relationships with the ability to create followership by generating value with key stakeholders across the organization
• Ability to think creatively and translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
• Proficiency in optimizing processes to enhance efficiency and provide superior customer experiences
• Ability to establish, monitor and refresh key performance indicators (KPIs) to measure and drive customer success that contribute to mutual profitability and growth
• Capability to drive thought leadership, articulate strategy, and communicate value propositions
• Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality

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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