Manager, Enablement & Operations Customer Success, Services NAM

Title and Summary Manager, Enablement & Operations Customer Success, Services NAM 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. This team works collaboratively with cross‑functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. The Regional Enablement & Operations Customer Success Manager supports the delivery of strategic priorities within the region, ensuring priority customers and segments experience positive change through more effective use of Services network products. Responsibilities Customer Engagement Cultivate strong customer partnerships through deep understanding of their business and managing customer health and value realization during network product launch and post‑sale. Identify optimization opportunities that drive customer value and enhance strategic goals through Mastercard products. Articulate key performance indicators related to cost, performance, and optimization and provide insights. 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 the impact of Network Product offerings. Evaluate business models, partnerships, and agreements to ensure product business cases are financially viable and supported by solid data. Technical & Program Readiness Develop training materials, thought leadership, and customer‑facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition. Translate complex technical capabilities into effective solutions that address customer needs in a clear, customer‑centric manner. Gather and report customer feedback on product gaps and pain points, using stakeholder insights to refine value propositions and improve products. Qualifications Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage. Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) is a plus. Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk, and vulnerability. Proven ability to translate complex technical capabilities into effective solutions in a customer‑centric manner. Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth. Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties. Experience in creative thinking and development of innovative solutions to complex customer challenges. Enthusiastic individual who works seamlessly with a diverse high‑performing team, nurtures a winning and inclusive culture, and focuses 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. Compensation Salary Band: 118,000 – 171,000 (O’Fallon) and 118,000 – 171,000 (Atlanta). Benefits Benefits for full‑time employees include: medical, prescription drug, dental, vision, disability, and life insurance; flexible spending and health savings accounts; paid leave including 16 weeks new‑parent leave and up to 20 days bereavement leave; 80 hours paid sick and safe time; 25 days vacation and 5 personal days; 10 U.S. paid holidays; 401(k) with company match; deferred compensation for eligible roles; fitness reimbursement or on‑site facilities; tuition reimbursement; and more. Interns receive paid sick and safe time, jury duty leave, and on‑site fitness facilities in some locations. EEO & Accommodations Mastercard is a merit‑based, inclusive, equal‑opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or any other characteristic protected by law. If you require accommodations to complete the application or recruitment process, please contact View email address on click.appcast.io. #J-18808-Ljbffr