Customer Success Manager Team Lead, Specialised Product Delivery | London, UK

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
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.

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. 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:

1. Building strong credible relationships with our clients and internal stakeholders.
2. Acting as 'voice of the customer' internally and using valuable feedback/insights to drive customer experience.
3. Reducing customer churn in supporting renewals and driving customer expansion.
4. Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions.
5. Acting as the knowledge expert on products and solutions and the most effective means of implementations.
6. 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

1. Lead and mentor a team of customer success managers including driving objectives, supporting their career development, and day-to-day guidance.
2. Act as a coach for our customers, supporting them in implementing our products and solutions.
3. Partner with the sales teams to ensure clear solution definition for the client with a proposed implementation plan.
4. Conduct product demos, develop and deliver training sessions and/or workshops.
5. Engage with users to understand current needs and improve their ability to utilize our products and solutions.
6. Research and deliver solutions for complex problems and respond to inquiries.
7. Drive operational activities like billing code requests, bulletin publications, and monthly billing accuracy.
8. Manage escalations effectively.
9. Drive usage and engagement of the products across the MBI suite.

All About You
Experience in a customer success role in business intelligence or data products. Proven experience working in Customer Delivery or Consulting fostering strong customer engagement.

All About Your Education & Skills
Bachelor's degree or equivalent qualification. Fluent local office language and English required; other languages desirable.

Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization. It is expected that every person working for Mastercard is responsible for information security and must abide by Mastercard's security policies and practices.