Customer Success Manager Team Lead, Specialised Product Delivery

**Job Title**: Customer Success Manager Team Lead, Specialised Product Delivery

**Overview**:
Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respect their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

**All About Us**

The Client Service team is a key differentiator for Mastercard, providing the innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Services, the Mastercard Business Intelligence (MBI) suite of products, aims to bring to market innovative solutions combining the power of consulting and technology. With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end. The role will lead initiatives to support the growth and scalability of the MBI product suite business in the region.

**All About the Role**

Make an Impact as a Customer Success Manager, Team Lead, Specialized Product Delivery (SPD), Advisors & Consulting Services

Advisors Specialized Product Delivery is a client-facing team driving Customer Success for Mastercard Services, Data and Platforms by:

- Building strong credible relationships with our clients and internal stakeholders.
- Acting as ‘voice of the customer’ internally and using valuable feedback/insights to drive customer experience.
- Reducing customer churn in supporting renewals and driving customer expansion.
- Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions.
- Acting as the knowledge expert on products and solutions and the most effective means of implementations.
- Collaborating cross-functionally with product, sales, and marketing teams to align customer insights with business strategies and identifying growth opportunities including selling Mastercard products and services.

As a Customer Success Team Lead, you will be working together with our Product team on executing a well-designed onboarding experience and providing ongoing support to our customers and Mastercard. You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers.

**Your Responsibilities**
- Lead and mentor a team of customer success managers including driving objectives, supporting their career development, day-to-day guidance, escalation management and aligning with other Mastercard teams such as Product, Finance, Sales on global product goals.
- Act as a coach for our customers. Your proactive coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals.
- Partner with the sales teams with a commercial mindset to ensure clear & required solution definition for the client with a proposed implementation plan.
- Act as the knowledge expert on new and complex products and the most effective means of delivery.
- Conduct product demos, develop and deliver training sessions and/or workshops.
- Engage with users to understand current needs and pain points and thereby improve their ability to utilize our products and solutions to derive insights and support business decisions.
- Partner with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials, also supporting the roadmap and feature development.
- Research and deliver solutions for complex problems and respond to inquiries.
- Program management and delivery of new and complex products, platforms and services to market smoothly and efficiently.
- Identify areas of improvement, track project & task updates, and identify clients at risk of churning.
- Drive operational activities like billing code requests, bulletin publications, monthly billing accuracy, Salesforce accuracy, opt-out monitoring, actuals and forecast revenues review, cost, and product performance reporting.
- Manage escalations effectively