Customer Success Manager Team Lead, Specialised Product Delivery Lisboa

Customer Success Manager Team Lead, Specialised Product Delivery
Lisboa
Lisboa, Lisboa, Portugal

Customer Success Manager Team Lead, Specialised Product Delivery

Customer Success Manager Team Lead, Specialised Product Delivery

Apply locations: Lisbon, Portugal

Time type: Full time

Posted on: Posted 2 Days Ago

Job requisition id: R-240024

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.

Title and Summary

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.

All About Us

The Client Service team is a key differentiator for Mastercard, providing the innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for
-
- end solutions for a diverse global customer base.

All About the Role

Make an Impact as a Customer Success Manager, Team Lead, Specialized Product Delivery (SPD), Advisors & Consulting Services.

Advisors Specialized Product Delivery is a
- facing team driving Customer Success for Mastercard Services, Data and Platforms by:

1. Building strong credible relationships with our clients and internal stakeholders.
2. Acting as ‘voice of the customer’ internally and use valuable feedback/insights to drive customer experience.
3. Reducing customer churn in supporting renewals and driving customer expansion.
4. Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions.
5. Acting as the knowledge expert on products and solutions and the most effective means of implementations.
6. Collaborating
   - functionally with product, sales, and marketing teams to align customer insights with business strategies and identifying growth opportunities including selling Mastercard products and services.

Your Responsibilities:

1. Lead and mentor a team of customer success managers including driving objectives, supporting their career development,
   -
   - day guidance, escalation management and aligning with other Mastercard teams.
2. Act as a coach for our customers to support their strategic goals.
3. Partner with the sales teams with a commercial mindset to ensure clear & required solution definition for the client.
4. Conduct product demos, develop and deliver training sessions and/or workshops.
5. Engage with users to understand current needs and pain points.
6. Research and deliver solutions for complex problems and respond to inquiries.
7. Manage escalations effectively - providing proactive solutions to address customer challenges.
8. Drive usage and engagement of the products across the MBI suite.

All About You

1. Experience in a customer success role in business intelligence or data products.
2. Proven experience working in Customer Delivery or Consulting.
3. Ability to lead and manage a strong team.
4. Exceptional analytical and quantitative critical thinking skills.

All About Your Education & Skills

1. Bachelor’s degree or equivalent qualification.
2. Fluent local office language and English required; other languages desirable.
3. Advanced Word, Excel, and Power
   Point skills required.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization.

• 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.
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.