Director - Regional Network Customer Success

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

Director - Regional Network Customer Success

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.

To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for the customer experience, this team is accountable for a good onboarding experience, providing ongoing strategic support, and fostering long-term relationships.

They work collaboratively with cross-functional teams to address customer needs, gather feedback for 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, the Services Customer Success team is dedicated to driving customer success and contributing to the overall growth of the organization.

The Director of Optimization, Regional Network Customer Success role will report to the Regional Lead of Customer Success and will support in the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The Director will work closely with cross functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support / delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer. The three areas of primary responsibility include : 1) customer engagement, 2) growing the business, and 3) technical and program readiness.

Customer Engagement :

Growing The Business :

Technical & Program Readiness :

All About You :

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 :