About the position
The CS Team Lead will assume responsibilities of a Senior Customer Success Manager, with additional managerial responsibilities to monitor customers KPIs on a wider level, while supporting the team development and growth. The role involves demonstrating Dynamic Yield's value to clients, evangelizing the adoption of Dynamic Yield products, and utilizing program management skills to drive all aspects of project planning, governance, and onboarding. The CS Team Lead will analyze customer data in concert with Dynamic Yield's data analysis team to extract actionable insights and demonstrate value to the customer. They will also partner with various teams to produce business value, review project status with clients, and deliver projects on-time and on-budget while serving as the primary point of contact during project implementation.
Responsibilities
- Demonstrate Dynamic Yield's value to clients
- Evangelize the adoption of Dynamic Yield products
- Utilize program management skills to drive all aspects of project planning, governance, and onboarding
- Analyze customer data with Dynamic Yield's data analysis team
- Partner with data analysis, engineering, and product development teams
- Review overall project status with clients regularly
- Deliver projects on-time and on-budget
- Communicate project status and issues internally
- Own outcomes including risk management and mitigation
- Build a high-performing team and develop employee programs
- Onboard and train team members thoroughly
- Plan and prioritize customer tasks and risks
- Monitor customers KPIs to drive product usage
- Build and maintain relationships with customers and colleagues
- Manage a multicultural, multilingual Customer Success Team
- Create and implement Customer Success processes
- Advocate for customers across the business
- Collaborate with regional Customer Success Managers
- Work with Product and Marketing to optimize communication
- Engage with authority
- Train and develop team members
- Set goals and ensure team members stay on track
- Represent management communications professionally
- Convey messages and constructive feedback
- Take responsibility for customer success specific KPIs
- Run POD meetings and follow up on renewals
- Own executive relationships with customer base
- Contribute to weekly executive updates
- Support Director of Customer Success with reporting
- Collaborate with Marketing to execute customer events
Requirements
- 6-10 years of digital consultation or analytics experience
- B.A./B.S. Degree in an analytical/economic/business management discipline
- Experience managing teams within Customer Success or Professional Services
- Experience or expertise in digital marketing best practices
- Experience with digital analytics solutions such as Adobe Analytics, Google Analytics, A/B Testing tools
- Passionate about team development and growth
- Knowledge and experience in eCommerce, CRO, and website personalization
- Exemplary quantitative and qualitative thinking and analytical ability
- Excellent verbal and written communication skills
- Flexibility to adapt to changing priorities
- Empathy and ability to understand customer needs
- Strong project management or organizational skills
Benefits
- Medical, prescription drug, dental, vision, disability, life insurance
- Flexible spending account and health savings account
- 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
