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 for all employees that respects 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.
The Customer Success Operations Manager will support the SessionM Loyalty function, helping to grow & evolve the technologies, processes, and analytics that improve workflows, deliver customer insights, and advance the efficiency and performance of our customer success department. This role will have a strong focus on the operations and efficiency of our Customer Support Team, supporting a new evolved practice. The ideal candidate will have significant experience in a SaaS business with a track record of success using Salesforce.com, Zendesk and other enabling technologies to drive efficiency and scale in the Customer Success function. The position demands excellence in project management, communication, and cross-functional collaboration, as well as advanced technical skills.
Responsibilities Include
*Oversee and maintain the Customer Support operation *Drive new initiatives & key projects for Support, CSM and TAM functions for productivity and customer-driven value *Own the migration, implementation, and administration of Zendesk *Build cross-functional processes (visibility and accountability) to ensure a fully operational environment for Customer Support Agents *Automate manual and time-intensive processes across our ticketing platform and troubleshooting tools *Monitor and improve our customer survey programs *Manage internal documentation for CS Department to share knowledge and help with the adoption of new processes and tools * Perform other operational tasks as required to support the customer success function
All About You
*BS/BA degree or combination of experience and formal education *2-4+ years' experience with Customer Success or Support management, operations, and enablement *Minimum of 1 year experience with Zendesk (or competitor platform) including platform settings and Admin tools *Demonstrated ability to lead complex projects related to operational system implementation (e.g., Salesforce.com, Zendesk) *Experience and/or certification as a Zendesk/Salesforce administrator *Keen analytical, problem solving, and project management skills *Strong verbal and written communication skills *Proven team player with excellent interpersonal skills Demonstrated track-record of project leadership in a cross-functional / matrixed environment *Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities *Ability to work independently and maintain confidentiality
Base Salary: $105-$115kIn the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.
Our 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 for all employees that respects 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.
The Customer Success Operations Manager will support the SessionM Loyalty function, helping to grow & evolve the technologies, processes, and analytics that improve workflows, deliver customer insights, and advance the efficiency and performance of our customer success department. This role will have a strong focus on the operations and efficiency of our Customer Support Team, supporting a new evolved practice. The ideal candidate will have significant experience in a SaaS business with a track record of success using Salesforce.com, Zendesk and other enabling technologies to drive efficiency and scale in the Customer Success function. The position demands excellence in project management, communication, and cross-functional collaboration, as well as advanced technical skills.
Responsibilities Include
*Oversee and maintain the Customer Support operation *Drive new initiatives & key projects for Support, CSM and TAM functions for productivity and customer-driven value *Own the migration, implementation, and administration of Zendesk *Build cross-functional processes (visibility and accountability) to ensure a fully operational environment for Customer Support Agents *Automate manual and time-intensive processes across our ticketing platform and troubleshooting tools *Monitor and improve our customer survey programs *Manage internal documentation for CS Department to share knowledge and help with the adoption of new processes and tools * Perform other operational tasks as required to support the customer success function
All About You
*BS/BA degree or combination of experience and formal education *2-4+ years' experience with Customer Success or Support management, operations, and enablement *Minimum of 1 year experience with Zendesk (or competitor platform) including platform settings and Admin tools *Demonstrated ability to lead complex projects related to operational system implementation (e.g., Salesforce.com, Zendesk) *Experience and/or certification as a Zendesk/Salesforce administrator *Keen analytical, problem solving, and project management skills *Strong verbal and written communication skills *Proven team player with excellent interpersonal skills Demonstrated track-record of project leadership in a cross-functional / matrixed environment *Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities *Ability to work independently and maintain confidentiality
Base Salary: $105-$115kIn the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.