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Full-time
Posted 12d ago
Apply by Aug 14
~40 hrs/week
Responsibilities
The Director of Customer Success will lead regional teams to ensure customers achieve desired outcomes and maximize the value of Mastercard network products. They are responsible for cultivating strong partnerships, identifying optimization opportunities, and driving business growth through proactive engagement.
Requirements
The ideal candidate possesses extensive experience in technology or financial services and a proven track record in developing sustainable customer success strategies. They must be highly skilled in data-driven decision-making, relationship building, and translating complex technical capabilities into customer-centric solutions.
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
Director, Customer Success Africa and East ArabiaDirector, Customer Success Africa and East Arabia
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 Customer Success role will report to the EEMEA VP 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) Delivering value to customers and 2) growing the business.
Delivering value to customers
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
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
Must speak fluent English, additional languages like French and Arabic welcome
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.
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re building 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.
Offices: 2000 Purchase St, Purchase, NY 10577, US · Chausee de Tervuren 198A, Waterloo, 1410, BE · 3 Fraser Street, Level 17, Duo Tower, Singapore, 189352, SG · Sheikh Zayed Road, Dubai, -, AE · 801 Brickell Ave, Miami, Florida 33131, US
global digital payments/commercetechnologyinnovative mobile payment solutionsand processingFinanceInformation TechnologyPaymentsPrepaid CardsFinancial Services
How many Customer Service & Support jobs are open in Johannesburg, South Africa right now?
There are currently 251 open customer service & support positions in Johannesburg, South Africa listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Johannesburg, South Africa?
Companies currently hiring include FirstRand Bank India, The Estée Lauder Companies Inc., Old Mutual South Africa, Telesure Investment Holdings (TIH), Nedbank Private Wealth South Africa, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Johannesburg, South Africa?
Yes — 63 of the 251 open customer service & support positions offer remote or hybrid work (21 remote, 42 hybrid).
How do I apply for Customer Service & Support jobs in Johannesburg, South Africa?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.