MastercardManager, Customer Success Excellence
Mastercard is hiring a Manager, Customer Success Excellence in São Paulo, Brazil. Level rates it ; you can apply on Mastercard.
Level's read on this job
- On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
- The posting mentions customer success, data analytics and strategy among its tools and skills.
- Level classes it as a mid-level role.
- Mastercard has 1,100+ other open roles on Level.
- Posted within the past week.
AI in this role
Develops and executes global customer success strategies, engagement frameworks, and data-driven enablement initiatives.
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 ExcellenceOverview:The role holder is accountable for developing and executing long-term strategies that enhance customer experiences, drive retention, and contribute to overall business growth across Mastercard's Commercial & New Payment Flows (CNPF) business, which includes solutions that help businesses and institutions move money more efficiently. This includes developing and implementing globalized and scalable customer success frameworks and models; curating and scaling best practices, processes, tools, and technologies; and gathering and analyzing market trends, customer feedback, and performance data.
The position plays a crucial role in shaping customer success initiatives by leveraging financial insights, data analytics, and process optimization to create scalable and impactful customer engagement models. It also collaborates with key stakeholders to drive customer-centric strategies that align with organizational objectives and ensure sustainable success.
Role:
• Ensure internal teams and external customers have the knowledge, tools, and guidance needed to effectively adopt and use products and services
• Help customer success frontline business development teams to achieve their business goals by enabling them to fully leverage available products and solutions
• Partner with internal stakeholders to deliver customer training, enablement materials, and data-driven recommendations
• Design and execute customer success strategies that improve retention, encourage customer advocacy, and identify opportunities for additional value
• Gather and analyze market trends, customer feedback, and performance data to improve customer engagement and inform continuous improvement efforts
All About You
• Experience in designing and operating global scalable frameworks and governance structures
• Ability to translate insights into actionable plans
• Strong business acumen and commercial awareness
• Strategic and collaborative work approach across various business lines, functions, and regions
• Excellent interpersonal, written, and verbal communication skills
• Fluency in English
• Availability to work from the office three days per week
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.
How we rate this
Manager, Customer Success Excellence at Mastercard rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- Typical customer service job
- $100k
This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs
Questions you could be asked
- Tell me about a project where customer success was part of your work. What did you do?
- Tell me about a project where data analytics was part of your work. What did you do?
- Tell me about a project where strategy was part of your work. What did you do?
- Tell me about a project where process optimization was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Customer Success, Data Analytics, Strategy, and Process Optimization. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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