Manager, Customer Success

Mastercard; Santiago; Presencial; CLP 6.000.000 - 9.000.000; Jornada completa

Descripción de la vacante

Mastercard in Chile is seeking a Manager, Customer Success to lead regional engagement, retention and value realization for services customers. This role collaborates with cross-functional teams to drive adoption of Mastercard network products and ensure positive outcomes for strategic accounts.

The position emphasizes data-driven decisions, knowledge of payments or cybersecurity, and the ability to translate complex technology into clear customer value. Fluent English and Spanish are preferred.

Formación

Responsabilidades

• Customer engagement with priority customers to drive positive change and value realization.
• Grow the business by identifying opportunities to expand Mastercard Services offerings.
• Translate complex technical capabilities into clear customer solutions.
• Develop training materials and playbooks to scale customer success efforts.
• Gather customer feedback to refine product value and drive improvements.

Conocimientos

English

Spanish

Portuguese (desirable)

Descripción del empleo

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

Manager, Customer Success

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads.

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.

Responsibilities

As a Regional Customer Success Manager for Services, you will support the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The Manager will work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer.

The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness.

Customer Engagement

Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post-sale

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

Growing The Business

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

Gather and report customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products

All About You

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

Languages - English, Spanish and Portuguese (desirable)

Corporate Security Responsibility

• 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.