Director - Customer Success EUR page is loadedDirector - Customer Success EURApply locations Lisbon, Portugal Madrid, Spain time type Full time posted on Posted Yesterday job requisition id R-236165Our PurposeMastercard 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 SummaryThe Director - Customer Success role will oversee the Regional Customer Success teams, ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. This team is accountable for a good onboarding experience, providing ongoing strategic support, and fostering long-term relationships.ResponsibilitiesThe Director of Optimization, Regional Network Customer Success role will report to the Regional Lead of Customer Success and will support in the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The Director will work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer. The three areas of primary responsibility include:Customer Engagement:Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post-sale.Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products.Articulate key performance indicators related to cost, performance and optimization and the insights associated with them.Growing the Business:Leverage Mastercard Services' offerings to achieve customer goals and realize value propositions of Mastercard products.Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings.Ability to work with highly technical internal solutions and identify information that will inform customer decision-making and enable enhanced visibility into achieving product value realization.Technical & Program Readiness: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.Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner.Support in creation of tools to scale deliverable customer-facing insights on behalf of Mastercard Network Solutions and Customer Success teams.All About You:Enthusiastic manager of talent who builds, energizes and unlocks the potential of a diverse high performing team.Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners.Knowledge and understanding of payments technology and application of that knowledge to address customer/market needs.Successful track record of identifying "next opportunity" for customers to partner with Mastercard.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.Highly skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions.Experience in creative thinking and development of innovative solutions to complex customer challenges.Demonstrated experience building and maintaining relationships with key stakeholders across the organization.Advanced ability to translate complex technical capabilities into effective solutions.Security Solutions experience a plus.Corporate Security ResponsibilityAll 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;Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.About UsEveryone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Small businesses are virtual; we give them access to a world of buyers.
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