Specialist – Regional Customer Success Operations, Services

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

Specialist – Regional Customer Success Operations, Services

Specialist – Regional Customer Success Operations, Services

Overview

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and 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 scalable operations that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations Sr. Specialist. In this role, you’ll help shape the future of customer success operations across a global, growing organization. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences. The Sr. Specialist of Services Global Customer Success Operations reports to the Customer Success Lead within the APAC and will support in 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 Customer Success Operations Mastercard Services’ business. You will be working within 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.