Tami Heer
Senior Managing Consultant (Director Level), Customer Success Fixed-term Contract @Mastercard
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WORK HISTORY
Senior Managing Consultant (Director Level), Customer Success Fixed-term Contract @Mastercard
GB
Supporting the global expansion of Mastercard’s Customer Success function for Specialized Products, with a focus on scalable CS operations, onboarding, and enablement within the Travel & Spend Location Intelligence portfolio.Key contributions:•Co-developed an initial Target Operating Model (TOM) to support CS strategy, later integrated into a global cross-market framework•Designed and led the onboarding and enablement workstream, creating structured training for new hires focused on CS value, roles, and lifecycle•Conducted a full Training Needs Analysis (TNA) to identify capability gaps and inform future CS development•Led an external feedback loop project for the Customer Success Center of Excellence (CoE), aligning client insights with internal delivery and product teams•Supported CS comms and engagement, contributing to messaging and content for internal and cross-functional stakeholders•Worked closely with CoE, Product, and Delivery teams to embed scalable, customer-centric practices•Aligned onboarding and enablement strategy with Gainsight rollout efforts to support consistent, tool-driven CS engagementThis role blends strategic CS planning with practical enablement and global collaboration, helping lay the foundation for a consistent and impactful CS function across markets.
EDUCATION
Paddington College
COTOP, Travel & Tourism
ABOUT TAMI HEER
I’m a Senior Customer Success Consultant (Director level) with a strong track record of scaling CS operations across SaaS, B2B platforms, and data-led services. My experience spans both permanent leadership and strategic consulting roles, helping global teams design and execute CS strategies that deliver measurable outcomes.Currently at Mastercard, I support the Global Customer Success division for Specialized Products, contributing to the design of a CS operating model for data-driven travel and spend solutions. I work closely with delivery teams and the Center of Excellence to align onboarding, training, and feedback loops with both business goals and customer value.Previously at ForwardKeys, I led the implementation of Zendesk to streamline CS workflows and managed a global CS team. I’ve built CS functions from the ground up, driven cross-functional collaboration with Product and Sales, and supported teams through growth and transformation.My focus is on building structured, insight-driven CS models - from onboarding to retention - that empower teams and improve client outcomes. I bring a balance of strategic thinking, operational rigour, and customer empathy to every role.I’m also an active contributor to Mastercard’s ADAPT Mental Health & Wellbeing pillar, where I help plan and deliver internal initiatives promoting inclusive leadership and workplace wellbeing.Earlier in my career, I led the Sabre GDS Technical Support Desk and was proud to be named a finalist for Account Manager of the Year at the Business Travel Awards (Travelport), reflecting a long-standing commitment to service excellence and customer-centric growth.Outside of work, I’m passionate about yoga & mindfulness, personal growth, and wellbeing - values I also explored while running a small wellness apparel venture, Infinity Yoga Clothing, which I owned and managed until its closure.
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