Customer Success Manager Team Lead, Specialised Product Delivery

5 hours ago Permanent Competitive
Customer Success Manager Team Lead, Specialised Product Delivery
Mastercard, Inc. Rome, Italy
Customer Success Manager Team Lead, Specialised Product Delivery
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
Customer Success Manager Team Lead, Specialised Product Delivery
Our Purpose
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 combing 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 use these 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 on-boarding experience and providing on-going 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 effect means of delivery
Conduct product demos, develop and deliver training sessions and/or workshops
Engage with users to understand current needs and paint 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 - providing proactive solutions to address customer challenges
Drive usage and engagement of the pro