Customer Success Specialist, Dynamic Yield

Mastercard • New York, NY

49d • $68,000 - $109,000

About The Position

Dynamic Yield by Mastercard is on the lookout for a “dynamic” Customer Success Specialist to join our team. 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 on-site optimization, digital execution, and has a knack for synthesizing onsite testing data, helping clients achieve their business goals. Knowledge of digital marketing best practice, and program management skills are critical to the success of Success Managers, as they must also be the connecting puzzle piece for internal teams and client expectations. Creative and critical thinkers, problem solvers, and top-notch communicators are primed for success in this role.

Requirements

• Fortune 1000 client-facing experience as a CSM preferred
• B.A./B.S. Degree in an analytical/economic /business management disciplines
• Experience or expertise of digital marketing best practice, 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
• eCommerce, CRO and website personalization knowledge and experience
• 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
• 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

Responsibilities

• Help clients operationalize onsite testing and personalization best practice, creating great client personalization experts to exceed their onsite business goals
• 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 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 and secondary point of contact for clients and their DY 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

Benefits

• insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• flexible spending account and health savings account
• paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees