Mastercard
Financial Services
Specialist,CustomerSuccessOperations&Enablement
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Specialist, Customer Success Operations & Enablement at Mastercard. Skills: Customer Success Operations, Enablement, Process Design, Metrics and Insights. Support product launch roadmap execution. Define and evolve playbooks”
What You'll Achieve.
Drive customer value; Enhance customer satisfaction; Improve customer retention; Create leads for value expansion; Ensure sustainable customer success
Industry & Context.
Analytical skills; Root cause analysis
What They're Looking For.
Must Have
Bachelor's degree required, Proven experience in technology, Proven experience in data and analytics, Proven experience in customer success, Proficiency in English, Proficiency in Portuguese, Proficiency in Spanish
Nice to Have
Gainsight experience preferred, Salesforce experience preferred, Tableau experience preferred, AI in CS research experience
What You'll Do.
Support product launch roadmap execution
Define and evolve playbooks
Define risk detection strategies
Define segmentation strategies
Define engagement strategies
Support scalable CS practice implementation
Support Gainsight configuration
Support other CS tech stack adoption
Implement integrated workflows
Support adoption of systems
Collect feedback for enhancements
Track KPIs for CS performance
Track KPIs for customer health
Define dashboard requirements
Define report requirements
Track leading indicators
Perform analysis to identify trends
Embed CS metrics into KPIs
Champion CS best practices
Support change management initiatives
Conduct research on emerging trends
Inform strategy and innovation
How You'll Work.
Team & Collaboration
Cross-functional teams; Key partners; Internal teams; Product teams; Value Enablement teams; Program teams
Communication Scope
Verbal communication; Written communication; Visual storytelling
Process & Methodology
Roadmap planning
Full Job Description
**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** ### Specialist, Customer Success Operations & Enablement ### Specialist – Regional Customer Success Operations, Services 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. Our Regional Customer Success teams play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for customer experience, this team is accountable for a strong onboarding experience, providing ongoing strategic support, and fostering long-term relationships. They work collaboratively with cross-functional teams to address customer needs, gather feedback on 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 with our customers, the team is dedicated to driving customer value and contributing to the overall growth of the organization. About the Role Are you passionate about building strong value propositions that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Services Customer Suc
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