Manager, EEMEA Customer Success Enablement
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Key skills for this role
About the Role
Mastercard is hiring a Manager for EEMEA Customer Success Enablement to support go-to-market readiness for Customer Success teams. The role involves collaborating with product teams, developing tools and playbooks, and tracking metrics.
Key Skills for This Role
Responsibilities
- Collaborate with Product teams to identify products in scope for Customer Success.
- Participate in product launch process to decide Customer Success support approach.
- Prepare product launch materials including personas, use cases, pitch decks, demos, FAQs, and objection handling.
- Enable CSMs and support them through launch and steady state phases.
- Serve as liaison between CSMs and Product teams, collecting feedback and removing roadblocks.
- Implement integrated workflows for white glove, scaled, and digital Customer Success motions.
- Design playbooks and dashboards for pipeline management, delivery management, and value tracking in Gainsight.
- Track KPIs and define dashboards and reports for stakeholders.
Requirements
- Experience in customer success operations, enablement, or related field
- Strong collaboration and communication skills
- Ability to develop tools, processes, and insights for customer facing teams
Full Job Posting
Overview
- Mastercard powers economies and empowers people in 200+ countries. Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience.
- The Regional Customer Success teams ensure customers achieve desired outcomes and maximize value of products and services.
Responsibilities
- Collaborate with Product teams to identify products in scope for Customer Success.
- Participate in product launch process to decide Customer Success support approach.
- Prepare product launch materials including personas, use cases, pitch decks, demos, FAQs, and objection handling.
- Enable CSMs and support them through launch and steady state phases.
- Serve as liaison between CSMs and Product teams, collecting feedback and removing roadblocks.
- Implement integrated workflows for white glove, scaled, and digital Customer Success motions.
- Design playbooks and dashboards for pipeline management, delivery management, and value tracking in Gainsight.
- Track KPIs and define dashboards and reports for stakeholders.
Systems & Tools
- 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.
Metrics & Insights
- Track KPIs to measure Customer Success performance.
- Define dashboards and reports needed for stakeholders ranging from executives to front line teams.
- Track leading indicators of positive outcomes and perform analysis to identify trends that enable action.
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