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Manager, Customer Success

hace 3 semanas

Ciudad de México, Ciudad de México Mastercard A tiempo completo

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
Manager, Customer Success - Platform Consumer Acquisition and Engagement

About The Job

Our Purpose

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. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Manager, Customer Success - Platform Consumer Acquisition and Engagement

Overview

Mastercard's Services organization is a key growth engine, delivering innovative solutions that help our customers thrive. By integrating proprietary data, cutting-edge technology, expert insights, and strategic expertise, Services plays a critical role in driving Mastercard's differentiation and business growth. We work side by side with our clients as a key lever for them to growth their business with innovative and technological solutions.

Within the Services organization, Consumer Acquisition & Engagement places Mastercard at the heart of our customer's B2C and B2B Lifecycle Management strategy. We help our customers acquire, engage, and retain customers with end-to-end services and platforms solutions.

Role

The Consumer Acquisition & Engagement (CA&E) team focuses on products and solutions that address dynamic market needs. We are looking for a Manager, Customer Success for North LAC, who will lead Program Management in the division and maintain relationships with key customers and markets, consistently innovating and problem-solving to drive our CA&E strategy forward. The ideal candidate should possess a passion for demonstrating the value of CA&E Solutions, enhancing customer experience and nurturing the relationship with our strategic clients, scoping expansion opportunities, be highly motivated, have an analytical and intellectually curious mindset.

Key Responsibilities

  • Lead a team of experts across Mexico, Central America and The Caribbean.
  • Continuous monitoring of customer performance and experience. Prepare regular customer-facing documents to demonstrate the value of our products. Be responsible for operating customer programs with excellence, ensuring quick and accurate responses to key stakeholders, and managing escalations and customer expectations.
  • Work with internal (markets and account managers) and external (Financial Institutions, Fintechs, R&C) stakeholders in North LAC to identify business opportunities for upsell, cross-sell, and co-creation.
  • Promotion of continuous improvement and innovation in service usage.
  • Strategic liaison for new customer initiatives to drive revenue.
  • Active listening and feedback loops for mutual evolution.
  • Support the development of internal knowledge documents such as case studies and industry best practices. Acquire and maintain a deep understanding of supported services to train customers and internal stakeholders.

All About You

  • Customer-facing experience
  • Experience in the delivery of large, complex projects/programs of diverse sizes in a cross-functional, multicultural environment.
  • Proven experience in Loyalty Programs/Platforms. Knowledge in lifecycle management is a plus.
  • Strong business acumen and a track record of delivering innovative, customer-centric solutions.
  • Demonstrated Leadership skills influencing high performance teams.
  • Deep understanding of consumer, industry, and market trends.
  • Data driven mindset and analytical skills.
  • Strong interpersonal communication and presentation skills.
  • Ability to report on issues, risks, progress and timelines, accurately and summarize effectively, offering analysis and reliable solutions.
  • Comfortable handling multiple priorities, identifying improvement opportunities and managing multiple issues under the pressure of conflicting constraints.
  • Attentive to details with an ability to understand and manage both operational and customer success processes.
  • Growth-oriented and adaptable, thriving in fast-paced, rapidly evolving environments
  • International and matrixed organizational experience is highly desirable

Qualifications

  • Bachelor's degree in Business, Economics, Engineering, Analytics or related field required; advanced degree is a plus.
  • 10+ years of overall experience with at least 5+ in program management or customer success— preferably in a global, matrixed organization
  • Fluent in English and Spanish.

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.