Manager, EEMEA Customer Success Enablement, Services
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Key skills for this role
About the Role
Mastercard seeks a Manager for EEMEA Customer Success Enablement to support the development and delivery of strategic priorities for Customer Success within Mastercard Services. The role focuses on go-to-market readiness, tools, processes, and insights to enable customer-facing teams.
Key Skills for This Role
Responsibilities
- Collaborate with Product teams to identify what products should be in scope of Customer Success based on size of the business opportunity, Customer Personas, engagement model, skillset needed
- Participate in the Product launch process to decide if and how Customer Success should support, anticipating capacity and skillset needs, acting as the voice of the Customer for adequate product market fit
- Prepare the Product launch with Product Owners, ensuring we develop a consistent and customer centric approach including documentation of personas and use cases, pitch decks, demos, FAQs, objection handling, customer training
- Specifically for CSMs, prepare datasets per customer and document the engagement model, communication templates, value quantification tool, upsell and cross sell motions
- Enable CSMs and support them through the launch phase (hypercare) and beyond (steady state/ BAU)
- Serve as a liaison between CSMs and Product teams, collecting and acting on feedback, removing roadblocks and complementing enablement, tracking progress, adoption and value realization
- Loop back with Product Owners on outcomes and success metrics, ensuring all sides of the organization share the same understanding of progress and success
- Manage the product feedback channel, ensuring Regional and Global Product Teams get consolidated, documented customer feedback that informs the product roadmap
- Support the implementation of scalable Customer Success practices across diverse product lines and customer segments
- Implement integrated workflows that support white glove, scaled, and digital Customer Success motions
- Design playbooks and dashboards for pipeline management, delivery management and value tracking in Gainsight
- Support the adoption of Gainsight by CSMs and collect feedback to prioritize enhancements and ensure seamless user experiences
Requirements
- Experience performing market analysis and collecting feedback from customer engagements to identify opportunities and inform strategic decisions
- Experience working with Product teams to accelerate the realization of the value proposition for customers
- Experience enabling teams in a fun and effective way, avoiding enablement and change fatigue
- Experience designing processes and dashboards with solutions from the customer success space, ideally Gainsight, if not Salesforce
- Passionate about delivering for our customers; always exhibits & champions a customer centric mentality
- Strong analytical skills with experience in visual storytelling and a talent for choosing appropriate graphs and visuals to deliver an impactful message with data
- Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives
- Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI
Full Job Posting
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.
- 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.
- The Customer Success Operations & Enablement Manager reports to the EEMEA Customer Success Lead and will support the development and delivery of strategic priorities for Customer Success within Mastercard Services.
Responsibilities Will Include
- Collaborate with Product teams to identify what products should be in scope of Customer Success based on size of the business opportunity, Customer Personas, engagement model, skillset needed
- Participate in the Product launch process to decide if and how Customer Success should support, anticipating capacity and skillset needs, acting as the voice of the Customer for adequate product market fit
- Prepare the Product launch with Product Owners, ensuring we develop a consistent and customer centric approach including documentation of personas and use cases, pitch decks, demos, FAQs, objection handling, customer training
- Specifically for CSMs, prepare datasets per customer and document the engagement model, communication templates, value quantification tool, upsell and cross sell motions
- Enable CSMs and support them through the launch phase (hypercare) and beyond (steady state/ BAU)
- Serve as a liaison between CSMs and Product teams, collecting and acting on feedback, removing roadblocks and complementing enablement, tracking progress, adoption and value realization
- Loop back with Product Owners on outcomes and success metrics, ensuring all sides of the organization share the same understanding of progress and success
- Manage the product feedback channel, ensuring Regional and Global Product Teams get consolidated, documented customer feedback that informs the product roadmap
- Support the implementation of scalable Customer Success practices across diverse product lines and customer segments
- Implement integrated workflows that support white glove, scaled, and digital Customer Success motions
- Design playbooks and dashboards for pipeline management, delivery management and value tracking in Gainsight
- Support the adoption of Gainsight by CSMs and collect feedback to prioritize enhancements and ensure seamless user experiences
All About You
- Experience performing market analysis and collecting feedback from customer engagements to identify opportunities and inform strategic decisions on which products to prioritize
- Experience working with Product teams to accelerate the realization of the value proposition for customers to ensure that programs are effective and adaptable to changing customer needs
- Experience enabling teams in a fun and effective way, avoiding enablement and change fatigue
- Experience designing processes and dashboards with solutions from the customer success space. Ideally Gainsight, if not Salesforce.
- Passionate about delivering for our customers; always exhibits & champions a customer centric mentality
- Strong analytical skills with experience in visual storytelling and a talent for choosing appropriate graphs and visuals to deliver an impactful message with data
- Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives
- Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI
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