Sr. Specialist

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

Sr. Specialist - Regional Customer Success Operations, Services

Sr. 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 a member of the regional customer success leadership team and will support 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.

Responsibilities will include:

Strategy & Process Design

Support the execution of the Customer Success (CS) Operations roadmap for Mastercard Services

Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomes

Support the implementation of scalable CS practices across diverse product lines and customer segments

Systems & Tools

Support the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau)

Implement integrated workflows that support white-glove, scaled, and digital CS motions

Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences

Metrics & Insights

Track KPIs to measure CS performance and customer health

Build dashboards and reports for stakeholders ranging from executives to front-line teams

Track leading indicators of positive outcomes and perform analysis to identify trends that enable action

Collaboration & Enablement

Work with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIs

Champion CS best practices across the organization and support change management initiatives

Conduct research on emerging trends (e.g., AI in CS) to inform strategy and innovation

All About You:

Operational Excellence experience in the areas of sales strategy and operations, sales excellence, delivery excellence, etc.

Proven ability to design scalable processes and translate technical capabilities into business value

Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives

Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in

Strong analytical skills with experience in visual storytelling and a skill for choosing appropriate graphs and visuals to deliver an impactful message with data

Experience integrating with other technology solutions in the customer success space (e.g. Gainsight, Salesforce, Tableau, etc.) to create seamless and easy-to-use processes

Takes a high degree of ownership, optimizing processes to enhance efficiency and fostering a culture of excellence and continuous improvement

Experience in a shifting organizational environment, training colleagues, and ensuring adoption of new processes and technologies including AI

Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality

Experience with Gainsight or similar CS platforms, a plus

Analytical skills required and ability to distill information quickly for executive level updates and QBRs

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Pay Ranges
Purchase, New York: $88,000 - $141,000 USD

O'Fallon, Missouri: $77,000 - $123,000 USD

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