Customer Success Manager Team Lead, Specialised Product Delivery

vor 3 Wochen

Frankfurt am Main, Hessen, Deutschland Mastercard Vollzeit

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

Customer Success Manager Team Lead, Specialised Product DeliveryOur 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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respect 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.

All About Us 

The Client Service team is a key differentiator for Mastercard, providing the innovative services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Services, the Mastercard Business Intelligence (MBI) suite of products, aims to bring to market innovative solutions combing the power of consulting and technology. With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end. The role will lead initiatives to support the growth and scalability of the MBI product suite business in the region.

All About the Role 

Make an Impact as a Customer Success Manager, Team Lead, Specialized Product Delivery (SPD), Advisors & Consulting Services

Advisors Specialized Product Delivery is a client-facing team driving Customer Success for Mastercard Services, Data and Platforms by:

Building strong credible relationships with our clients and internal stakeholders

Acting as 'voice of the customer' internally and use these valuable feedback / insights to drive customer experience

Reducing customer churn in supporting renewals and driving customer expansion

Pro-actively engaging with customers to strengthen their internal skills, knowledge, and experience for Mastercard products and solutions

Acting as the knowledge expert on products and solutions and the most effective means of implementations

Collaborating cross functionally with product, sales, and marketing teams to align customer insights with business strategies and identifying growth opportunities including selling Mastercard products and services.

As a Customer Success Team Lead, you will be working together with our Product team on executing a well-designed on-boarding experience and providing on-going support to our customers and Mastercard. You will develop a deep understanding of our product features & functionalities and how these can be utilized to drive value for our customers.

Your Responsibilities

Lead and mentor a team of customer success managers including driving objectives, supporting their career development, day-to-day guidance, escalation management and aligning with other Mastercard teams such as Product, Finance, Sales on global product goals

Act as a coach for our customers. Your proactive coaching efforts will support our customers in implementing our products and solutions in ways that add value for their businesses, ultimately supporting our customers in their strategic goals

Partner with the sales teams with a commercial mindset to ensure clear & required solution definition for the client with a proposed implementation plan

Act as the knowledge expert on new and complex products and the most effect means of delivery

Conduct product demos, develop and deliver training sessions and/or workshops

Engage with users to understand current needs and paint points and thereby improve their ability to utilize our products and solutions to derive insights and support business decisions

Partner with our product and sales teams to ensure clear communication to our customers, including developing and maintaining customer support and sales materials, also supporting the roadmap and feature development

Research and deliver solutions for complex problems and respond to inquiries

Program management and delivery of new and complex products, platforms and services to market smoothly and efficiently 

Identify areas of improvement, track project & task updates, and identify clients at risk of churning

Drive operational activities like billing code requests, bulletin publications, monthly billing accuracy, salesforce accuracy, opt-out monitoring, actuals and forecast revenues review, cost, and product performance reporting

Manage escalations effectively - providing proactive solutions to address customer challenges

Drive usage and engagement of the products across the MBI suite

All About You

Experience in a customer success role in business intelligence or data products

Proven experience working in Customer Delivery or Consulting fostering strong customer engagement, demonstrating value add to customers, and leading to successful product / project deliverables

Execute a data-driven approach to defining priorities and tracking success

Demonstrating a customer centric mindset focused on delivering solutions that are scalable, leverage innovative technologies, and delightful for end-users

Ability to lead and manage a strong team

Proven ability to work with both business and technology stakeholders; strong writer, presenter, and speaker (Advanced Word, Excel, and PowerPoint skills)

Enthusiastic and authentic leader with the ability to inspire others and create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness.

Exceptional analytical and quantitative critical thinking skills

Demonstrated ability to develop relationships with both mid- and executive-level customer contacts.

All About Your Education & Skills 

Bachelor's degree or equivalent qualification.

Fluent local office language and English required; other languages desirable. 

Comfortable with significant customer interaction and excited to build relationships. 

Advanced Word, Excel, and PowerPoint skills required.

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.



  • Customer Success Manager Team Lead, Specialised Product Delivery

    vor 2 Wochen

    Frankfurt am Main, Hessen, Deutschland Mastercard Vollzeit

    Our PurposeMastercard 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...

  • Customer Success Manager Team Lead, Specialised Product Delivery

    vor 2 Wochen

    Frankfurt am Main, Hessen, Deutschland Mastercard Vollzeit

    Our PurposeMastercard 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...

  • Customer Success Manager Team Lead, Specialised Product Delivery

    vor 3 Wochen

    Frankfurt am Main, Hessen, Deutschland MasterCard Vollzeit

    Our PurposeMastercard 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...

  • Team Lead Customer Success Managment

    vor 2 Wochen

    Frankfurt am Main, Hessen, Deutschland Interxion Vollzeit

    Your Role As a part of the Customer Success Management Team, you will be responsible for ensuring that the overall administration, coordination, and evaluation of Customer Success plans and programs are realized. You will achieve this by recruiting, coaching and growing a high-performing CSM team, but also with successful planning and...

  • Team Lead Customer Service

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland PERGOLUX Vollzeit

    PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells Pergolas. Founded in Norway, PERGOLUX is constantly looking for growth opportunities and is already available in more than 14 countries in Europe, Australia, North America and South America.If you have a passion for outdoor living products and a...

  • Team Lead Customer Service

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland PERGOLUX Vollzeit

    PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells Pergolas. Founded in Norway, PERGOLUX is constantly looking for growth opportunities and is already available in more than 14 countries in Europe, Australia, North America and South America.If you have a passion for outdoor living products and a...

  • Customer Success Manager

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland Operations1 Vollzeit

    Wir machen die lokale Industrie fit für den globalen Wettbewerb - Operations1 ist die zentrale Software zur Digitalisierung und Optimierung mitarbeitergeführter Prozesse in der produzierenden Industrie.AufgabenAbwechslungsreiches Kundenportfolio. Intensive Zusammenarbeit. Internationaler Impact.Der Erfolg unserer Kunden treibt unser Geschäftsmodell an....

  • Customer Success Manager

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland gastromatic - vertical cloud solution GmbH Vollzeit

    Customer Success Manager (Produkt und Kommunikation) (w/m/d) bei gastromatic - vertical cloud solution GmbH | softgardenView job here Customer Success Manager (Produkt und Kommunikation) (w/m/d) Vollzeit ...

  • Principal Product Success Manager

    vor 3 Wochen

    Frankfurt am Main, Hessen, Deutschland ServiceNow Vollzeit

    Company Work matters. Its where we spend a third of our lives. And the workplace of the future is going to be a great place. Were dedicated to bringing that to life for people everywhere. Thats why we put people at the heart of everything we do.People matter. Our people have a passion for learning building and innovating. Whether youre an engineer a sales...

  • Customer Success Manager

    vor 4 Wochen

    Frankfurt am Main, Hessen, Deutschland Operations1 Vollzeit

    Wir machen die lokale Industrie fit für den globalen Wettbewerb - Operations1 ist die zentrale Software zur Digitalisierung und Optimierung mitarbeitergeführter Prozesse in der produzierenden Industrie.AufgabenAbwechslungsreiches Kundenportfolio. Intensive Zusammenarbeit. Internationaler Impact.Der Erfolg unserer Kunden treibt unser Geschäftsmodell an....

  • Customer Success Manager

    vor 2 Wochen

    Frankfurt am Main, Hessen, Deutschland SlidePresenter GmbH Vollzeit

    Führe als Customer Success Manager (w/m/d) bei SlidePresenter unsere Kunden zu nachhaltigem Erfolg beim Thema Wissenstransfer. Erfolg siehst du vor allem anhand zweier Kriterien: Durch die wertvolle Nutzung unserer Plattform und durch die Umsatzsteigerungen, die sich durch den Mehrwert für unsere Kunden ergeben. Bei SlidePresenter setzen wir auf...

  • Product Area Lead Document Delivery

    vor 3 Wochen

    Frankfurt am Main, Hessen, Deutschland ING Deutschland Vollzeit

    Product Area Lead Document Delivery - Output-Management (w/m/d) am Standort Frankfurt Du verstehst es, den Bogen zwischen Fach- und Führungskompetenz zu spannen? Du hast Lust auf die Herausforderung, die Bedürfnisse unserer Kund*innen genauso wie die Deines Teams ins Zentrum Deines Handelns zu stellen? Und Du legst Wert auf eine Unternehmenskultur, in...

  • Strategic Product Manager

    vor 2 Wochen

    Frankfurt am Main, Hessen, Deutschland Merck KGaA, Darmstadt, Germany Vollzeit

    An exciting new opportunity has arisen to join our company as Strategic Product Manager (all genders) in the Single Use and Integrated Platform Solutions Franchise within Process Solutions. In this role, you will lead the management of a product portfolio within the Integrated Platform Solutions team, ensuring alignment with overall business objectives. You...

  • Customer Success Manager

    vor 6 Stunden

    Frankfurt am Main, Hessen, Deutschland Ivalua Vollzeit

    CUSTOMER SUCCESS MANAGER (M/F)(Frankfurt - Deutschland)Ivalua wurde im Jahr 2000 gegründet und ist ein weltweit führender Anbieter von Cloud-basierten Spend Management-LösungenFIRMENÜBERSICHTIvalua ist ein weltweites Unternehmen. Unsere Mitarbeiter sind außergewöhnliche Fachleute, die davon überzeugt sind, daß die digitale Transformation die...

  • PROJECT DELIVERY MANAGER

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland 360T Vollzeit

    Your responsibilities As a Project Delivery Manager at 360T, you will be responsible for overseeing a portfolio of projects within the FX industry. Your primary focus will be on project delivery, ensuring that all initiatives are completed on time, within scope, and within budget. You will work closely with cross-functional teams, including IT...

  • Principal Customer Success Executive

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland ServiceNow Vollzeit

    Job DescriptionThe Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow's long-term value by accelerating customers' journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow...

  • Customer Success Manager

    Vor 7 Tagen

    Frankfurt am Main, Hessen, Deutschland PepTalk Vollzeit

    Here's the deal about us.:PepTalk is all about keeping people safe, engaged, and thriving on the job. We're an industry-leading SaaS platform revolutionizing psychological health and safety in the construction world. With tighter deadlines, high-stakes projects, and the need for top-tier safety, we're here to help project teams stay safe and motivated....

  • Customer Success Manager

    vor 4 Stunden

    Frankfurt am Main, Hessen, Deutschland PepTalk Vollzeit

    Here's the deal about us.:PepTalk is all about keeping people safe, engaged, and thriving on the job. We're an industry-leading SaaS platform revolutionizing psychological health and safety in the construction world. With tighter deadlines, high-stakes projects, and the need for top-tier safety, we're here to help project teams stay safe and motivated....

  • Customer Success Manager

    vor 2 Wochen

    Frankfurt am Main, Hessen, Deutschland neoshare AG Vollzeit

    Deine AufgabenDeine Rolle bei unsDu sorgst dafür, dass unsere umfassende Plattformlösung bei unseren Kunden optimal eingeführt und harmonisch in bestehende Systemlandschaften integriert wird. Mit deinem ganzheitlichen Blick erkennst du sowohl technische als auch fachliche Anforderungen unserer Kunden aus der Banken- und Immobilienbranche. Dabei arbeitest...

  • Global Product Manager

    vor 1 Woche

    Frankfurt am Main, Hessen, Deutschland DöhlerGroup Vollzeit

    Reference ID:  41223 Are you interested in high-quality, natural, and tasty nutrition? We are It's our ambition to shape the future of nutrition. Döhler is a leading global producer of natural ingredients and solutions for the food, beverage, lifestyle and nutrition industries. We use innovative technology to process plant-based raw materials and...