Customer Success Manager, Email Marketing- Dynamic Yield

$95,000 - $120,000/Yr

Mastercard - New York, NY

Part-time - Mid Level

New York, NY

Credit Intermediation and Related Activities

About the position

As a Customer Success Manager for Email Marketing at Dynamic Yield, you will play a pivotal role in ensuring our clients derive maximum value from our advanced personalization solutions. This position is not just about managing accounts; it’s about being a Subject Matter Expert who understands the intricacies of email marketing and how it integrates with our sophisticated software. You will be the bridge between our technology and our clients, helping them navigate the complexities of our products to achieve their business goals. Your ability to synthesize technical data into actionable strategies will be crucial in driving client satisfaction and success. In this role, you will work closely with customers to define project success criteria and translate their needs into actionable plans. You will be responsible for delivering value through your insights and recommendations, constantly seeking ways to enhance the status quo. Your expertise will help clients identify key segments and data opportunities, enabling them to execute user-centric personalization strategies effectively. You will also be tasked with promoting the adoption of Dynamic Yield solutions, ensuring that clients are not only satisfied but also engaged with our full suite of products. Regular communication with clients is essential, as you will conduct weekly video calls, web presentations, or onsite meetings to review project statuses and consult on best practices. Training customers on how to leverage Dynamic Yield’s platform for their specific needs will be a significant part of your responsibilities, emphasizing scalability and efficiency. You will also document product feature requests and processes, ensuring that client feedback is captured and communicated effectively. Your role will require outstanding analytical and problem-solving skills, as well as top-notch project management and communication abilities. You will need to be self-motivated, detail-oriented, and capable of working independently while also collaborating with various internal teams. A passion for creating scalable processes and a commitment to customer satisfaction will be key to your success in this position.

Responsibilities

• Understand and define project success criteria together with customers, translating data and needs into actionable plans.
• Deliver value through plans and suggestions, continuously seeking improvements.
• Help customers define key segments and data opportunities for user-centric personalization strategies.
• Promote the adoption of Dynamic Yield solutions and create opportunities for wider module and product adoption.
• Ensure appropriate resources are dedicated to meet or exceed project and customer expectations.
• Review overall project status with clients regularly through video calls, web presentations, or onsite meetings.
• Consult with clients on product features, functionality, and onboarding best practices.
• Train customers on how to use Dynamic Yield's platform effectively, focusing on scalability.
• Inspire new use cases and improved campaign performance through strong consulting acumen.
• Deliver projects on time while communicating and resolving issues professionally.
• Document product feature requests and processes.

Requirements

• 4+ years of services/consulting experience or prior onboarding/project management experience preferably in a SaaS company.
• Business fluent in English; any foreign languages are a plus.
• Knowledge of online marketing functions, with a solid background in Email or Omnichannel Marketing is a must.
• Expertise in at least 2-3 products in CRM, Email, Personalization, Recommendations, or Segmentation.
• Ability to understand complex technology and explain it simply, especially regarding merge tags, ESPs, and general Email/App technology.
• Proficient in manipulating, analyzing, and interpreting data, particularly in the context of new or existing customers.
• Ability to handle issues and escalations under pressure by prioritizing effectively.
• Committed to customer satisfaction and passionate about driving results.
• Ability to work independently and collaboratively across multiple organizational levels.
• Self-motivated, detail-oriented, with strong interpersonal and communication skills, and a strong desire to succeed.
• Experience working with banking institutions or in a SaaS business is a plus.
• Degree in Economics, Business, or any marketing-related analytical degree.

Nice-to-haves

• Experience in a fast-paced technology environment.
• Familiarity with machine learning and AI applications in marketing.
• Previous experience in a customer-facing role within the tech industry.

Benefits

• 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.