Senior Specialist, CS Enablement & Ops (EEMEA)

Mastercard; United States; À distance; USD 120 000 - 160 000; Plein temps

Résumé du poste

Mastercard is seeking a Senior Specialist for Customer Success Operations and Enablement to drive go-to-market readiness and scalable CS practices across the EEMEA region. You will collaborate with Product, Marketing, and Value Enablement to design playbooks, dashboards, and processes that deliver consistent customer experiences.

You will enable CS teams with data-driven insights, manage the launch of new products, and track KPIs to quantify value and progress for regional leadership.

Qualifications

• Experience performing market analysis and collecting feedback from customer engagements to identify opportunities and inform strategic decisions.
• Experience working with Product teams to accelerate the realization of the value proposition for customers to ensure programs are effective and adaptable to changing needs.
• Experience enabling teams in a fun and effective way, avoiding enablement and change fatigue.
• Experience designing processes and dashboards with solutions from the customer success space. Ideally Gainsight, if not Salesforce.

Responsabilités

• CS Strategy & Launch Management: collaborate with Product teams to identify products in scope for Customer Success; participate in product launches and prepare customer-centric personas, use cases, pitch decks, demos, FAQs, and training.
• Enable CSMs through launch phase (hypercare) and steady-state; act as liaison between CSMs and Product teams; collect feedback and remove roadblocks; monitor adoption and value realization.
• Design workflows, playbooks, and dashboards for pipeline management, delivery management, and value tracking; support Gainsight adoption and prioritize enhancements.
• Track KPIs and create dashboards for stakeholders from executives to frontline teams; analyze trends to enable action.

Connaissances

Market analysis

Prioritization

Enablement design

Dashboards

Storytelling with data

Verbal communication

Written communication

Outils

Gainsight

Salesforce

Description du poste

Mastercard is seeking a Senior Specialist for Customer Success Operations and Enablement to drive go-to-market readiness and scalable CS practices across the EEMEA region. You will collaborate with Product, Marketing, and Value Enablement to design playbooks, dashboards, and processes that deliver consistent customer experiences.

You will enable CS teams with data-driven insights, manage the launch of new products, and track KPIs to quantify value and progress for regional leadership.