Sr Specialist, Customer Success Operations – Strategy & Enablement
Core
Develops insights, tools, training, workflows, and scalable operating practices to enable global Customer Success teams to deliver consistent value for Mastercard's customers.
Role type
Senior Individual Contributor (Strategy & Enablement)
Builds
Scalable operating models, playbooks, segmentation approaches, workflow standards, and enablement resources for global Customer Success teams.
Domain
Financial Services / Digital Payments / Customer Success Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategy & Operating Model Development, Enablement & Training Design, Change Management, Cross-Functional Collaboration, Analytical & Strategic Thinking, Customer Success Technology Proficiency
Preferred skills
Experience with Gainsight, Salesforce, Tableau, AI in Customer Success
Technologies
Gainsight, Salesforce, Tableau
Responsibilities
Translate strategic priorities into scalable operating models and playbooks; Develop training materials and adoption plans for global teams; Partner with leadership to define Customer Success best practices; Research emerging trends like AI to inform strategy; Collaborate with Product and Regional teams to embed CS practices.
Seniority
Senior, hands-on IC
