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Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results. Title And Summary Customer Success, Team Lead Job Description Summary SessionM, a Mastercard company, is seeking an exceptional and experienced North American Team Lead for our Customer Success Manage team. The ideal candidate is passionate and driven, with strong communication and management skills. This individual will report to the VP of Customer Success and manage a team of Success Managers. Role Responsibilities: In position, you will: Lead and mentor North American Success Managers to drive customer satisfaction and retention. Develop and implement customer success strategies for enhanced user adoption and customer value. Collaborate with cross-functional teams to provide customer insights for product and service enhancements. Responsible for health of North America portfolio leading. Foster customer-centric culture within the team, emphasizing proactive communication and resolution. Possess strong presentation, verbal, and written communication skills. Build and maintain strong relationships with multiple contacts within the assigned customer base. Retain and drive account growth by identifying areas for growth with broader Mastercard products and services. Be the client advocate - managing the overall health of the client relationship by working across internal departments to ensure that client expectations and requirements are understood, and deliverables are met. Role Requirements: 8+ Years of customer success experience 3+ Years in a success leadership role Proven experience in consumer loyalty programs – preferred experience in QSR or Retail Verifiable track record of achieving and exceeding assigned KPIs Proven ability to manage teams in delivering scaled success Deep knowledge of customer success principles with a clearly articulated point of view on what success looks like Excellent written and spoken communication Experience with Marketing Technology Saas platforms (SessionM, Adobe, Salesforce Marketing Cloud) platforms Previous experience with Gainsight, Salesforce service cloud, or other success and support management software Bachelor’s Degree Or Equivalent Experience Required Corporate Security Responsibility Every Person Working For, Or On Behalf Of, Mastercard Is Responsible For Information Security. All Activities Involving Access To Mastercard Assets, Information, And Networks Comes With An Inherent Risk To The Organization And Therefore, It Is Expected That The Successful Candidate For This Position Must:
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