Customer Success Manager Team Lead, Specialised Product Delivery Lazio

Customer Success Manager Team Lead, Specialised Product Delivery
Roma
Lazio, Lazio

Customer Success Manager Team Lead, Specialised Product DeliveryJoin to apply for the Customer Success Manager Team Lead, Specialised Product Delivery role at Mastercard Processing S. A. 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. 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.

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 implementation. Collaborating cross-functionally with product, sales, and marketing teams to align customer insights with business strategies and identifying growth opportunities. 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.

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. Act as a coach for our customers, supporting them in implementing our products and solutions. Partner with the sales teams to ensure clear solution definition for the client with a proposed implementation plan. Conduct product demos, develop and deliver training sessions and/or workshops. Engage with users to understand current needs and pain points. Research and deliver solutions for complex problems and respond to inquiries. Drive operational activities like billing code requests, monthly billing accuracy, salesforce accuracy, and product performance reporting. Manage escalations effectively, providing proactive solutions to address customer challenges. All About You Experience in a customer success role in business intelligence or data products. Proven experience working in Customer Delivery or Consulting. Demonstrated ability to develop relationships with both mid- and executive-level customer contacts. All About Your Education & Skills Bachelor's degree or equivalent qualification. Fluent in local office language and English required; other languages desirable. 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;Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines. Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

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