Customer Success Manager

$120,000 - $197,600/Yr

Mastercard - New York, NY

Full-time - Mid Level

New York, NY

Credit Intermediation and Related Activities

About the position

Dynamic Yield by Mastercard is seeking a Customer Success Manager to play a pivotal role in ensuring client satisfaction and the effective use of our sophisticated software solutions. This position is essential in bridging the gap between our advanced technology and the happiness of our clients. As a Customer Success Manager, you will be responsible for helping clients operationalize onsite testing and personalization best practices, thereby creating expert users who can exceed their onsite business goals. Your role will involve evangelizing the adoption of the Dynamic Yield solution, ensuring a high degree of customer satisfaction, and dedicating appropriate resources to meet and exceed project expectations. You will regularly review the overall program status with clients through calls, web presentations, or onsite meetings as required. As the primary point of contact for clients and their personalization programs, you will consult on product features, functionality, and onboarding best practices. Your analytical skills will be crucial as you distill the value derived from utilizing personalization programs and digital testing data, analyze this data, and propose recommendations that drive value for our clients. This role requires a blend of digital marketing knowledge, program management skills, and the ability to communicate effectively with clients to ensure their needs are met and exceeded. The ideal candidate will possess a strong background in digital consultation or analytics, with experience in managing end-to-end testing implementations. You will need to be adaptable, capable of operating in an ambiguous environment, and have a passion for customer success that can transform businesses. Your ability to empathize with clients and understand their needs will be key to your success in this role.

Responsibilities

• Help clients operationalize onsite testing and personalization best practices, creating great client personalization experts to exceed their onsite business goals
• Evangelize adoption of the Dynamic Yield solution and achieve a high degree of customer satisfaction
• Ensure appropriate resources are dedicated both internally and externally to meet/exceed project and customer expectations
• Review overall program status with clients on a regular basis, usually in the form of client calls, web presentations or onsite meetings as required
• Serve as the primary point of contact for clients and their Dynamic Yield personalization program
• Consult with clients on product features, functionality and onboarding best practices
• Distill Dynamic Yield driven value from utilizing personalization program and digital testing data
• Analyze data and propose value-driving recommendations

Requirements

• 3-8 years of digital consultation or analytics experience
• Fortune 1000 client-facing experience as a Customer Success Manager preferred
• B.A./B.S. Degree in an analytical/economic/business management discipline
• Experience or expertise in digital marketing best practices, website conversion tactics, and strategy
• Experience working with digital analytics solutions such as Adobe Analytics, Google Analytics, A/B Testing tools, etc.
• Experience in managing end-to-end testing implementation including requirements gathering, hypothesis setting, KPI selection and goals, test execution, and summarizing results
• Knowledge and experience in eCommerce, CRO, and website personalization
• Exemplary quantitative and qualitative thinking, analytical ability, and problem-solving skills
• Excellent verbal and written communication skills, with excellent presentation skills
• Flexibility, including the ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment
• Empathy and a unique ability to understand customer needs
• Passionate about customer success and how it can transform businesses
• Strong project management or organizational skills and an ability to multitask without difficulty

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
• Annual bonus or commissions depending on the role