Director, Customer Success
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.
Title and SummaryDirector, Customer SuccessOverview
The Customer Success Team is a global team within the Global Customer Delivery organization dedicated to providing comprehensive support for products and services that require enhanced customer guidance. This team actively collaborates with product owners, development teams, and various Delivery teams to deploy solutions swiftly, efficiently, and with predictability. Their responsibilities encompass aiding customers from pre-sales through production by offering enhanced technical guidance. Additionally, they focus on equipping our Delivery teams with the necessary support and improved documentation to facilitate the rapid and scalable execution of customer projects. This individual must be highly motivated, intellectually curious, strong collaborator, analytical, organized, and possesses an entrepreneurial mindset. This position requires initiative, critical thinking, thought leadership, and an understanding of go-to-market approaches and best practices. The individual in this position must be a proactive member of the organization with strong leadership skills to lead people effectively and ensure retainment of top talent. This role will have frequent interactions with Executive and Senior Level personnel.
o Responsible for educating and supporting new and existing customers on the integration aspect of Transfer Solutions product implementations including consultancy, training, testing, and customized production configurations.
o Partners with Global Product, Customer Delivery and technology teams providing technical support and product expertise to customers throughout the lifecycle of the customer journey from pre-sales to production launch.
o Partners with Product Owners and Global Product Integrators to define requirements for product, process, and tooling enhancements ensuring adherence to standards, processes, and best practices.
o Responsible to upskilling Regional Delivery teams with the technical knowledge required to best support our customers, through training, documentation, and tooling enhancements.
o Responsible for leading the Global Customer Success Team focused on Cross-Border Services.
o Ensure that programming, testing, deployment, implementation, documentation, maintenance, and support of systems application software is done in adherence with Mastercard standards, processes, and best practices.
o Lean in to support the team where needed, supporting customer projects and leading pre-sales conversations with customers.
o Actively seek opportunities to enhance standards and improve process efficiency, supporting the team to make the appropriate changes.
o Identify, track, and implement global improvements in partnership with Global Product Integrators and other key stakeholders.
o Support collection and reporting of Customer Success KPIs while actively looking for ways to improve the reporting process.
o Lead regular strategic conversations with senior leadership and key stakeholders on support model successes, challenges, and opportunities.
o Strategically assess new products requiring the support of the Customer Success Team ensuring processes align to best practices.
o Strategically assess the knowledge gaps within the Regional Delivery teams and develop action plan to close identified gaps with reassessment timeframes.
o Partner closely with Global Product Integrators for enhanced technical and product documentation, training, and process enhancements.
o Provide technical leadership to the team, working closely with them to close any knowledge gaps.
o Mange global team members through coaching, goal setting, talent/career development, performance appraisal process to ensure quality, consistency, and efficiency with adherence to GDE methodology standards.
o Engage with key stakeholders across the organization for continuous improvements.
o Oversee the team ensuring objectives, goals, and KPIs are on target.
o Handle any customer project escalations.
o Proactive to anticipate the needs of the business.
o Foster a culture of consistency, accountability, and continuous improvement. Attract and retain highly effective talent through mentoring, coaching, development, appraisal, and motivation techniques.
o Leads/supports global initiatives to enhance the efficiency and continuous evolution of GDE Standards and Methodology.
All About You
o Experience in leading cross functional teams with a customer support focus
o Strong understanding of bank payments systems technology and infrastructure
o Strong cross border system & network understanding
o SWIFT messaging standard expertise and experience
o Analytical and problem-solving skills (define, measure, analyze, improve, and control)
o Strong understanding of Core banking system
o Experience in complex technology change projects within banks or at Fintechs
o Experience with Mobile and internet banking systems
o Cross border payment processing experience with FX management, Treasury management, AML
& sanctions screening know how
o Experience in payments as a service and cloud banking
o Experience with ERP and large corporate banking integrations (SAP, Oracle, Ariba)
o Good understanding and knowledge of Software Engineering Concepts and Methodologies is
o API Expertise is required.
o Working exposure to nix-based systems in preferred.
o Working knowledge of SQL, PL SQL and Oracle is preferred.
o Working knowledge of rest services is preferred.
o Working knowledge of cloud-based application development like PCF or AWS is preferred.
o Working knowledge of web development and technologies is preferred.
o Development experience on Android and/or IOS platform will be preferred.
o Development experience of cryptography frameworks preferred.
o Must be high-energy, detail-oriented, proactive, and able to function under pressure to meet tight
o Strong verbal and written communication skills.
o Strong relationship, collaboration, and organizational skills with a high degree of initiative and
o Ability to work as a member of matrix based diverse and geographically distributed project
o Willingness and ability to learn and take on challenging opportunities.
o Can quickly learn and implement new technologies, application appropriate frameworks and
o Must have exceptional attention to detail.
o Ability to comprehend and apply complex concepts and technologies.
o Ability to deduce and discern challenges, bottlenecks, and pitfalls at conceptual phases of an
architecture, solution and / or infrastructure.
o Ability to simplify and communicate complex technical solutions.
o Customer facing support experience required.
o Ability to build strong working relationships and to interact well with the customer, internal and
external business partners, and with varying levels of management.
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.