Customer Success Manager, Dynamic Yield

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

Customer Success Manager, Dynamic Yield

Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Dynamic Yield, by Mastercard is on the lookout for a Customer Success Manager. This role is a critical juncture between our sophisticated software and client happiness. Our customers depend on being able to understand and best use Dynamic Yield products so that it’s the perfect fit for their needs. This is a role for someone who understands the ins and outs of technical data, but has a knack for synthesizing the mountain of information and making it relevant for customers’ business needs.
Our Customer Success Manager understands our customer's business and their key requirements for success and is able to translate those into an actionable personalisation strategy, that is the foundation of our customer's success with the DY platform. Outstanding analytical and problem solving skills are critical to the success of our Success Managers, as well as top-notch project management & communication skills to be the connecting puzzle piece for internal teams and client expectations.

The Task-at-Hand:
• Understand & define project success criteria together with customers, translate data & reports into an actionable personalisation plan, track & demonstrate success against this plan
• Help customers discover & define their key segments to execute a user centric optimisation strategy
• Train customers on how to use Dynamic Yield's platform to their needs
• Evangelize adoption of the DY solution and achieving a high degree of customer satisfaction
• Ensure appropriate resources are dedicated both internally and externally to meet/exceed project and customer expectations
• Review overall project status with clients on a regular basis, usually in the form of conference calls, web presentations or onsite meetings as required
• Deliver projects on-time and on-budget while communicating and resolving issues in a clear and professional manner
• Communicate project status and issues internally across multiple organisational levels
• Consult with clients on product features, functionality and onboarding best practices
Optimal Skills for Success:
• 3+ years of services/consulting experience
• Prior onboarding/project management experience preferably in a SaaS company
• Hold expertise in at least 2-3 products in the space of Optimisation, CRM, Personalisation, Recommendations or Segmentation
• Ability to understand complex technology and explain it simply
• Understand how to manipulate, analyse and interpret data
• At least 1 years of experience presenting to C-level executives as a vendor representative
• Ability to multi-task, prioritise and handle issues/escalations under pressure
• Committed to customer satisfaction and a passion for customer success
• Ability to work independently and through teams, at multiple organisational levels
• Knowledge of online marketing functions
• Experience working with Publishers or eCommerce
• Self-motivated, detail-oriented, with well-developed interpersonal & communication skills and a strong desire to succeed
• Degree in Economics/business or any marketing-related analytical degree

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.