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Customer Success Regional Lead, Economic and Location Insights Solutions-R-214740

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Mastercard

24d ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Data
  • Toronto

AI generated summary

  • You need SaaS or data product experience, strong customer delivery skills, an analytical mindset, relationship-building capabilities, and advanced Word, Excel, and PowerPoint proficiency.
  • You will lead a team, manage customer onboarding, deliver training, engage users, drive product improvements, and address client concerns to enhance their success with Mastercard solutions.

Requirements

  • Experience in delivery of SaaS solutions or data products
  • Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables
  • Product-minded and focused on delivering solutions that are scalable, leverage cutting-edge technologies, and ultimately delightful for end-users
  • Proven ability to work with both business and technology stakeholders; strong writer, presenter and speaker
  • Enthusiastic and authentic leader with the ability to inspire others and create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness
  • Exceptional analytical and quantitative problem-solving skills
  • Demonstrated ability to develop relationships with both mid- and executive-level customer contacts
  • Bachelor’s degree or equivalent qualification.
  • Fluent local office language and English required, other languages desirable
  • Comfortable with significant customer interaction and excited to build relationships
  • Advanced Word, Excel, and PowerPoint skills required

Responsibilities

  • Make an Impact as a Customer Success Regional Lead, Economic and Location Insights Solutions
  • Advisors Specialized Product Delivery is a client-facing team that partners with customers and helps them drive measurable value by:
  • Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions
  • Project managing the delivery of new and complex products and solutions to our customers
  • Partnering with our product and sales teams to ensure clear communication to our customers, incl. developing and maintaining customer support and sales materials
  • Acting as the knowledge expert on products and solutions and the most effective means of implementations
  • Engaging in pre-sales activities to showcase value future customers can achieve from the solutions
  • As a Customer Success Regional Lead, you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our customers and Mastercard. You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers.
  • Your Responsibilities
  • You will lead a team of customer success managers with a regional responsibility for products and customers, including managing a team, objective setting and career development, day-to-day guidance, escalation management and also aligning with other Mastercard teams such as Product, Finance, Sales on regional product goals
  • You will act as a coach for our customers. Your coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals
  • Conduct product demos, develop and deliver training sessions
  • Engage with users to improve their ability to utilize our products and solutions to derive insights and support business decisions
  • Partner closely with product teams to create new features that best serve our customers
  • Research and deliver solutions for complex problems and respond to inquiries
  • Identify areas of improvement, track project & task updates, and identify clients at risk of churning
  • Represent the voice of the customer and influence the product development roadmap

FAQs

What is the primary purpose of the Customer Success Regional Lead role?

The primary purpose of the Customer Success Regional Lead role is to engage with customers to strengthen their internal skills and knowledge regarding Mastercard products and solutions, manage the delivery of new and complex products, and support customers in achieving strategic goals.

What qualifications are required for this position?

The role requires a Bachelor’s degree or equivalent qualification, experience in delivering SaaS solutions or data products, and proven experience in Customer Delivery or Consulting, among other qualifications.

What kind of experience is preferred for candidates applying to this role?

Candidates should have experience in delivering SaaS solutions or data products, proven track record of fostering strong customer engagement, and leading successful product or project deliverables.

What responsibilities will I have as a Customer Success Regional Lead?

Your responsibilities will include leading a team of customer success managers, providing coaching to customers, conducting product demos, engaging with users to improve product utilization, identifying areas of improvement, and representing the voice of the customer to influence product development.

Are there opportunities for career development in this role?

Yes, as a Customer Success Regional Lead, you will manage a team, set objectives, and support career development for your team members.

What skills are important for success in this role?

Important skills include exceptional analytical and quantitative problem-solving skills, strong writing, presentation, and speaking abilities, and the ability to develop relationships with mid- and executive-level customer contacts.

Will I need to travel for this position?

The job description does not specify travel requirements, but engagement with customers may involve travel depending on regional needs.

Is knowledge of the local language required?

Yes, fluency in the local office language and English is required, with knowledge of additional languages being desirable.

What type of company culture does Mastercard promote?

Mastercard promotes a culture of inclusion that respects individual strengths, views, and experiences, encouraging collaboration, open communication, and organizational effectiveness.

Are there any specific tools or software proficiency needs for this role?

Yes, advanced proficiency in Word, Excel, and PowerPoint is required for this position.

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Mastercard

Connecting Everyone to Priceless Possibilities

Consulting
Industry
10,001+
Employees
1966
Founded Year

Mission & Purpose

Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.