Director - Regional Network Customer Success

CareerArc; Kuala Lumpur; On-site; MYR 180,000 - 250,000; Full time

Job summary

A leading financial services company in Kuala Lumpur is seeking a Director for Regional Network Customer Success. This role involves managing customer engagements, driving business growth, and enhancing technical readiness. The ideal candidate should have advanced experience in technology and financial services, a successful track record of developing customer success strategies, and strong relationship management skills. This position promises a dynamic work environment and an opportunity to contribute to customer satisfaction and partnership success.

Qualifications

• Advanced experience working with Technology and Financial Services.
• Successful track record of implementing customer success strategies.
• Ability to build and maintain relationships with key stakeholders.

Responsibilities

• Cultivate strong customer partnerships and manage customer health.
• Identify optimization opportunities to drive customer value.
• Develop training materials and customer-facing solutions.

Skills

Talent management

Payments technology knowledge

Data analysis

Customer relationship management

Creative problem solving

Job description

Overview

Title and Summary

Director - Regional Network Customer Success Overview

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.

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 a good onboarding experience, providing ongoing strategic support, and fostering long-term relationships.

They work collaboratively with cross-functional teams to address customer needs, gather feedback for product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service, the Services Customer Success team is dedicated to driving customer success and contributing to the overall growth of the organization.

Responsibilities

The Director of Optimization, Regional Network Customer Success role will report to the Regional Lead of Customer Success and will support in 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 Director 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 work with highly technical internal solutions and identify information that will inform customer decision-making and enable enhanced visibility into achieving product value realization

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
• Support in creation of tools to scale deliverable customer-facing insights on behalf of Mastercard Network Solutions and Customer Success teams

All About You

• 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 experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
• Knowledge and understanding of payments technology and application of that knowledge to address customer/market needs
• Successful track record of identifying “next opportunity” for customers to partner with Mastercard to further 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
• Demonstrated experience building and maintaining relationships with the ability to create followership by generating value with key stakeholders across the organization
• Advanced ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner

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.