To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for the customer experience, this team is accountable for a good onboarding experience, providing ongoing strategic support, and fostering long-term relationships.
They work collaboratively with cross-functional teams to address customer needs, gather feedback for product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service, the Services Customer Success team is dedicated to driving customer success and contributing to the overall growth of the organization.

Responsibilities

The VP Regional Customer Success for Asia Pacific will dually report to the Regional Services Lead and the Global Head of Customer Success and will be responsible for the build, design and execution of the strategy within the region in alignment with global priorities. This role will also support prioritized network and platform product groups within the region to deliver improved performance metrics, drive implementation of best practices, and build and manage a high performing team.

Key Responsibilities:
• Be the regional ambassador of Customer Success to create this capability as a sustainable discipline of the Mastercard way of doing business
• Create and manage a Customer Success team in the region that embodies customer-centricity and nurtures a culture of building trust, sharing learnings and leads by example
• Drive adoption of discipline, best practices and tools (in partnership with Global CoE) e.g. Customer segmentation, QBR's, etc.
• Share regional best practices and contribute to the evolution of tools and best practices managed by the Global CoE
• Increase utilization rates & reduce opt out rates of key products distributed across the network. Accountable for adoption/renewal KPI's across regional portfolio
• Be the regional liaison with other regional functions (eg. Network Services Team, Account Management, SBLs, technical team, service teams etc.) to ensure a seamless experience for our customers
• Support global product Customer Success teams to increase renewal rates of platform-based contracts in region
• Implement the cross-sell strategy for Regional Customer Success teams through collaboration and partnership with product teams, identifying which 'major' product and 'minor' product CS teams should focus on to be relevant to the region
• Accountable for identifying qualified leads to pass back to the BD teams
• Support the mapping and understanding of the regulatory landscape
• Represent Mastercard externally (customers, regulators, etc.) to demonstrate the power of our products for our customers and the health of the network
• Embed feedback channels from CS teams to global product groups to ensure regional customer feedback is well articulated and visible

All About You

• A strong practitioner of talent development: Builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture. Development focus at the individual and team levels
• A proven results creator: Creates better ways of doing things to achieve sustainable levels of higher performance and a relentless focus on execution
• A change driver: Leads change and engages, mobilizes and inspires others to commit to the change
• Passionate about delivering for our customers: Always exhibits & champions customer mentality
• Navigates complexity: Works effectively in diverse environments and collaborates with multiple stakeholders.
• A strong collaborator with the ability to create followership by generating value for stakeholders. Creates strategic networks and partnerships internally and externally
• Enterprise-Wide Mindset: Utilizes various leadership styles to influence and facilitate collaboration across the business, and effectively navigates the matrix to reach shared Mastercard goals
• Customer success experience preferred

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.