Who you are

• Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
• Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus
• Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
• Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
• Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
• Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties
• Experience in creative thinking and development of innovative solutions to complex customer challenges
• Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
• Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
• Enthusiastic manager of talent who builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
• Advanced at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
• Extensive experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
• Highly skilled in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth

What the job involves

• To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services
• As advocates for the customer experience, this team is accountable for identifying and solving customer issues that prevent them from realizing value from products in the fraud and card operations areas
• This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy
• Key outcomes of the CS team’s work will be qualified leads for value expansion and feedback for product and process improvements
• By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem
• Customer success plays a pivotal part in ensuring that customers achieve their desired outcomes while maximizing the value of the company's products and services
• As a Regional Customer Success Director for threat intelligence products, you will support in the development and delivery of cybersecurity and payment fraud intelligence within the region
• This role will lead threat intelligence solution utilization, oversee regional revenue and risk management, and coordinate product launches
• Responsibilities also include localizing content (narratives, value propositions), driving market awareness internally and externally, positioning add-on services and consulting for regional sales, and gathering customer feedback to inform global product updates
• A crucial responsibility of this role is to develop relationships and engagement with customers to ensure product utilization and value
• The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness
• Engage with stakeholders at all levels to study the viability of proposed solutions and understand cyber threats in financial and payment sectors and develop high-impact strategies that align with organizational goals and drive cross-functional collaboration
• Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products
• Articulate key performance indicators related to cost, performance and optimization and the insights associated with them
• Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products
• Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings
• Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data Technical & Program Readiness:
• Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
• Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
• Direct and oversee the collection and reporting of customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products

Benefits

• Gym membership
• Pension plan
• Share purchase options
• Extra holiday purchase optional
• 25 days holiday (excl. bank holidays)
• Work from home opportunities
• Health insurance