Director, Customer Success

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.