Customer Success Manager Email Marketing, Dynamic Yield

Dynamic Yield, by Mastercard, leverages advanced machine learning and AI to deliver powerful personalization solutions to enterprises. We are on the lookout for a Customer Success Manager Email Marketing. 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 strategy at scale across our organisation. Outstanding analytical and problem-solving skills are critical, as well as top-notch project management & communication skills to be the connecting puzzle piece for internal teams and client expectations. A passion for creating scalable and documented processes is a must in this role. The Task-at-Hand:

• Understand & define project success criteria together with customers, and translate data and needs into an actionable plan
• Deliver value through your plans and suggestions, and always look for ways to improve the status quo
• Help customers define their key segments and data opportunities to execute a user-centric personalisation strategy through your influencing skills
• Evangelize adoption of the DY solution, and create opportunities for wider module and product adoption
• Ensure appropriate resources are dedicated both internally and externally to meet/exceed project and customer expectation
• Review overall project status with clients on a regular basis, usually in the form of weekly video calls, web presentations or onsite meetings as required
• Consult with clients on product features, functionality and onboarding best practices
• Train customers on how to use Dynamic Yield's platform to their needs, with a focus on scalability
• Become the source of inspiration for new use cases and improved campaign performance your customers, through your strong consulting acumen
• Deliver projects on-time while communicating and resolving issues in a clear and professional manner
• Communicate project status and issues internally across multiple organisational levels on email and calls
• Document product feature requests and processes, 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.
  
  4+ years of services/consulting experience or prior onboarding/project management experience preferably in a SaaS company
• Business Fluent in English, any foreign languages a plus
• Knowledge of online marketing functions, with a solid background on Email or Omnichannel Marketing a must
• Expertise in at least 2-3 products in the space of CRM, Email, Personalisation, Recommendations or Segmentation
• Ability to understand complex technology and explain it simply, especially about merge tags, ESPs, and general Email and/or App technology
• Understand how to manipulate, analyse and interpret data, especially in the context of new or existing customers
• Ability to handle issues/escalations under pressure by prioritising well
• Committed to customer satisfaction and a passion for driving results
• Ability to work independently and through teams, at multiple organisational levels
• Self-motivated, detail-oriented, with well-developed interpersonal & communication skills and a strong desire to succeed
• Experience working with Banking institutions or in a SaaS business a plus
• Degree in Economics/business or any marketing-related analytical degree
  
  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., 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.