Senior Specialist, Customer Success Operations and Enablement

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

Senior Specialist, Customer Success Operations and Enablement

Sr Specialist – EEMEA Customer Success Enablement, Services
Overview
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by enhancing approval rates, optimizing card portfolios, managing fraud and risk and, overall, improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.
Our Regional Customer Success teams play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for customer experience, this team is accountable for a strong onboarding experience, providing ongoing strategic support, and fostering long-term relationships.
They work collaboratively with cross-functional teams to address customer needs, gather feedback on 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 with our customers, the team is dedicated to driving customer value and contributing to the overall growth of the organization.

About the Role
Are you passionate about building strong value propositions that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations & Enablement Senior Specialist. In this role, you’ll help shape the future of how we bring our network products to market grounded in value within the region. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences.
The Customer Success Operations & Enablement Senior Specialist reports to the EEMEA Customer Success Lead and will support the development and delivery of strategic priorities for Customer Success within Mastercard Services. The primary focus of the role will be to support best-in-class go to market readiness for our CS teams within the region. You will be working with key partners such as Network Services, Product, Value Enablement, and Marketing in the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.

Responsibilities will include:
CS Strategy & Launch Management
• Collaborate with Product teams to identify what products should be in scope of Customer Success based on size of the business opportunity, Customer Personas, engagement model, skillset required….
• Participate in the Product launch process to decide if and how Customer Success should support, anticipating capacity and skillset needs, acting as the voice of the Customer for adequate product-market fit
• Prepare the Product launch with Product Owners, ensuring we develop a consistent and customer-centric approach including documentation of personas and use cases, pitch decks that properly articulate the value proposition, demos, FAQs, objection handling, customer training…
• Specifically for CSMs, prepare datasets per customer and document the engagement model, communication templates, value quantification tool, upsell and cross-sell motions.
• Enable CSMs and support them through the launch phase (hypercare) and beyond (steady-state/ BAU).
• Serve as a liaison between CSMs and Product teams, collecting and acting on feedback, removing roadblocks and complementing enablement, tracking progress, adoption and value realization
• Loop back with Product Owners on outcomes and success metrics, ensuring all sides of the organization share the same understanding of progress and success
• Manage the product feedback channel, ensuring Regional and Global Product Teams get consolidated, documented customer feedback that informs the product roadmap. This includes qualifying and quantifying business blockers and opportunities
• Support the implementation of scalable Customer Success practices across diverse product lines and customer segments
Systems & Tools
• Implement integrated workflows that support white-glove, scaled, and digital Customer Success motions
• Design playbooks and dashboards for pipeline management, delivery management and value tracking in Gainsight
• Support the adoption of Gainsight by CSMs and collect feedback to prioritize enhancements and ensure seamless user experiences
Metrics & Insights
• Track KPIs to measure Customer Success performance
• Define dashboards and reports needed for stakeholders ranging from executives to front-line teams
• Track leading indicators of positive outcomes and perform analysis to identify trends that enable action

All About You:
• Experience performing market analysis and collecting feedback from customer engagements to identify opportunities and inform strategic decisions on which products to prioritize
• Experience working with Product teams to accelerate the realization of the value proposition for customers to ensure that programs are effective and adaptable to changing customer needs
• Experience enabling teams in a fun and effective way, avoiding enablement and change fatigue
• Experience designing processes and dashboards with solutions from the customer success space. Ideally Gainsight, if not Salesforce.
• Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality
• Strong analytical skills with experience in visual storytelling and a talent for choosing appropriate graphs and visuals to deliver an impactful message with data
• Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives
• Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI

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.