Client Success Manager working with cross - functional teams to ensure client satisfaction in Pharmacy Benefit Management. Collaborating with internal and external stakeholders for optimal outcomes.
About the role
- VP of Customer Success leading a region's CSM team to enhance customer engagement and retention. Focusing on talent development and operational efficiency within the Mastercard framework.
Responsibilities
- Create, train and continuously improve a group of high performing Customer Success Managers (CSMs) for a designated region within the newly centralized global organization
- Responsible for talent strategy, recruitment, onboarding, training, performance management and creating a high performing team culture
- Continuously improve the team’s ability to improve customer outcomes and ultimately lead best practices in the industry
- Work closely with the Regional Customer Success Lead to understand current and future customer needs
- Act as an advocate for customers in the region
- Remove roadblocks, align stakeholders, and provide resources so that Customer Success Managers can deliver the best value to customers
- Develop and execute the talent plan to achieve regional Customer Success strategies in alignment with global goals
- Lead, coach, and inspire a diverse team of Customer Success professionals, fostering a culture of excellence, inclusion, and continuous development
- Partner with various teams to maximize customer satisfaction and business growth
- Identify and pursue best practice methodologies to achieve value expansion, renewals, and advocacy within the region
- Oversee technical and operational readiness enabled by the Services Customer Success Center of Excellence
Requirements
- Proven experience leading large, multi-disciplinary teams in Customer Success or related functions
- A strong practitioner of talent development: Builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture.
- Development focus at the individual and team levels
- Advanced understanding of payments, technology, and digital platforms
- Demonstrated capability to articulate and quantify value to customers and bring a consultative selling mentality to customer relationships
- Strong analytical skills; ability to leverage data for strategic decision-making
- Demonstrated success in driving customer engagement, retention, and growth
- A strong collaborator with the ability to create followership by generating value for stakeholders. Creates strategic networks and partnerships internally and externally
- Enterprise-Wide Mindset: Utilizes various leadership styles to influence and facilitate collaboration across the business, and effectively navigates the matrix to reach shared Mastercard goals
Benefits
- False
- Drafts and implements talent plan within the customer success organization
- Implements and tracks business key performance indicators (KPIs)
- Conducts presentations and training workshops for various internal stakeholders
- Guides the customer success organization in maximizing its operational efficiency
- Facilitates career growth and development plans for employees within a structured approach
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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