Director, Customer Success - Mastercard Identity

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

Director, Customer Success - Mastercard Identity

Overview
Mastercard Identity is seeking an experienced Director of Customer Success (CS) to successfully lead the Identity CS function for our Europe & EEMEA regions, focusing on our Identity Network products. The Director of Customer Success will manage our key customer relationships in the regions, relating to realising, retaining and growing our revenues and footprint with those customers, serving as an escalation point for internal and external stakeholders, a key conduit for regional market feedback, and to generally oversee Identity Customer Success strategy for Identity network products and operations for the region. This role reports to the VP, Identity Customer Success, Europe, EEMEA & AP.
Responsibilities
• Lead all activities relating to retention and growth, expansions, optimization efforts, demonstration of value/ROI, customer advocacy etc.
• Identify cross-sell & cross-tell opportunities for customers with the goals of driving customer value and enhanced strategic goals through our broad range of Identity & Services products
• Work collaboratively with Regional CS teams, Sales, Account Management, and other market-facing colleagues to drive incremental revenue growth within the region
• Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value propositions
• Build strong relationships with stakeholders across all business and technology levels
• Develop and present business and performance metrics to key stakeholders internally and externally
• Develop and maintain expertise in Mastercard Identity Solutions products, identity/risk solutions and partners, and other competitors
• Notify customer accounts of product enhancement and/or releases that impacts service or functionality
• Represent the voice of the customer; ensure the company provides client-minded products and services that meet the needs expressed by the markets
• Work cross-functionally in a matrixed organization for the continual satisfaction of the customer and the alignment of other market-facing roles across Mastercard
• Up to 30% travel, regional and international
About you:
· Enthusiastic Director who builds, energizes and unlocks the potential value of our products for key customers, thrives in a diverse high performing team, nurtures a winning and inclusive culture, and a with focus on personal development
· Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
· Knowledge and understanding of Identity, Authentication, Fraud and/or Payments technologies and application of that knowledge to address customer/market needs
· Successful track record of identifying “next opportunity” for customers to further partner with Mastercard to enhance the strength and value of the partnership for both parties
· Successful record in developing and implementing sustainable customer success strategies that align with the organization's goals
· Extensive experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
· Highly skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
· Experience in creative thinking and development of innovative solutions to complex customer challenges
• Ability to prioritize tasks effectively under limited supervision
• Highly effective communicator and stakeholder manager across varied functions and seniority – both internally and externally
• Strong presentation skills and proven ability to distill complex ideas into simple, actionable insights
• Written and oral fluency in English and at least one other European language preferred

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.