Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Technical Customer Success Operations Manager OverviewDynamic Yield, by Mastercard is seeking a highly skilled and adaptable Technical Customer Success Operations Manager to support and streamline our customer success operations. The ideal candidate will have hands-on experience as an admin user with Support tools (example Zendesk or similar), customer success platforms (ChurnZero, Gainsight or similar) and CRM (example Salesforce or similar), along with a deep understanding of troubleshooting, analytics, and operational processes. This role is pivotal in ensuring the smooth running of our operational framework, supporting the success of our teams, and driving scalable solutions.
As the Technical Customer Success Operations Manager, you will support the bridge between our Customer Success team and the technology that powers it, assisting with tools, troubleshooting processes, and supporting key initiatives from a building and operational perspective. You will be responsible for managing complex projects, breaking them down into achievable tasks, and ensuring the timely delivery of all operational goals. You will also collaborate closely with various departments to optimize workflows, remove roadblocks, and ensure we deliver an outstanding customer experience.
The Task-at-Hand:
Technical Troubleshooting & Support: Manage and resolve technical issues across various tools (Zendesk, ChurnZero etc.) with expertise in troubleshooting and problem-solving.
Project Management: Lead cross-functional teams in the execution of operational projects, ensuring all deliverables are met on time and within scope. Manage the breakdown of complex projects into actionable tasks and ensure smooth sprint execution.
Analytics & Reporting: Leverage analytics tools to monitor performance, track key metrics, and generate actionable insights to optimize customer success operations. Regularly report on team KPIs and help identify areas for improvement.
Collaboration & Alignment: Work closely with the Team Lead, Technical Customer Success Operations Manager to support team growth and ensure all processes are designed with the team's success in mind. Act as a liaison between Customer Success operations and technical teams.
Scalability & Efficiency: Focus on driving continuous improvement in operational processes and tools to ensure scalability, reducing bottlenecks, and improving the efficiency of workflows.
Optimal Skills for Success:
1+ years of technical project management experience being an Admin User of technical platforms such as Zendesk, ChurnZero, Salesforce, or similar customer success/CRM or Support tools.
Strong technical aptitude and troubleshooting skills, including experience with admin functions for platforms like Zendesk, ChurnZero, or Salesforce.
Experience with project management tools such as Jira, or similar project management software, to manage sprints, tasks, and timelines.
BS in Computer Science or equivalent experience, with a solid foundation in technical operations.
Experience managing complex projects within fast-paced, high-growth organizations, with a focus on operational efficiency and process optimization.
Strong problem-solving skills, with a creative approach to overcoming obstacles and addressing challenges in a technical environment.
Nice to Have:
Experience with Agile methodologies or other project management frameworks.
Knowledge of API integrations and how they impact operations within customer success platforms.
Basic coding knowledge (JavaScript, HTML, CSS) is a plus but not required.
What we offer
• Gross monthly salary base 2000 to 3000 EUR
• Quarterly performance bonuses
• Variety of benefits from employment Day 1
• Hybrid working model from office in Jauna Teika
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.
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