Specialist – Regional Customer Success Operations, Services
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Job Description
Structured overview of role & requirementsAbout This Role
Support development and execution of Customer Success Operations strategy and processes for Mastercard Services across the APAC region.
Enable scalable operating models, playbooks, and measurement frameworks including KPIs to evaluate and improve Customer Success performance.
Manage configuration, adoption, and integration of Customer Success technology stack (Gainsight, Salesforce, Tableau) and deliver actionable insights to stakeholders.
Minimum Requirements
Experience in Customer Success Operations or related roles with demonstrated understanding of CS strategy and execution.
Proven ability in designing scalable processes and translating technical solutions into business value.
Strong analytical skills with experience in reporting, dashboards, and performance metrics.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in working cross-functionally and globally within Customer Success or similar operational environments.
Skilled in managing change, training staff, and driving adoption of new technologies including AI integration within CS functions.
Familiarity with CS platforms (e.g., Gainsight) and ability to influence and collaborate with leadership to evolve customer engagement frameworks.