Customer Success Team Lead-R-247113

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 Team Lead

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.

Customer Responsibilities

Demonstrate Dynamic Yield’s value to our clients

Evangelize the adoption of Dynamic Yield products

Utilize program management skills to drive all aspects of project planning, governance and onboarding including deliverable definitions, status communications, project success criteria, and issue mitigation and resolution

Analyze customer data in concert with Dynamic Yield’s data analysis team to extract actionable insights and demonstrate Dynamic Yield’s value to the customer

Partner with Dynamic Yield’s data analysis, engineering, and product development teams to produce business value and coordinate tasks

Review overall project status with clients on a regular basis, usually in the form of conference calls, web presentations and/or onsite meetings as required (travel may be required)

Deliver projects on-time and on-budget while communicating and resolving issues in a clear and professional manner, and serving as the primary point of contact to the client during project implementation

Communicate project status and issues internally across multiple organizational levels

Own outcomes including risk management and mitigation, and client value realization

Team Responsibilities

Building a high-performing team - employees development programs

Onboarding and training thoroughly

Planning and prioritizing: customers among the team, tasks, risks and escalations

Monitor customers KPIs to drive the usage of our product

Build and maintain great working relationships with customers and internal colleagues

Managing our multicultural, multilingual Customer Success Team in the region so they thrive in their roles

Creating and implementing Customer Success processes

Advocating for our customers across the business

Working with regional Customer Success Managers to ensure company-wide collaboration and alignment

Collaborating with Product and Marketing to optimize our customer-facing communication

Engaging with authority

Task At Hand

Training and development of your team members

Goal settings + ensuring team members stay on track via weekly / bi-weekly meeting

Represent management communications in a professional way in front of team members

Ability to convey messages and constructive feedback

Take responsibility for customer success specific KPIs (Renewals and Upsells)

Run POD meetings and follow ups on upcoming renewals & high risk next steps, while aligning the ADs and CSMs on next steps and follow ups

Own executive relationship with your teams’ customer base

Cross team collaboration

Contribute to weekly exec updates

Support Director of Customer Success with reporting and other customer success related projects

Collaborate with Marketing team to execute customer events, and have customer speakers for main events in region

About You

• 6-10 years of digital consultation or analytics experience
• B.A./B.S. Degree in an analytical/economic /business management disciplines
• Experience managing teams within Customer Success or Professional Services teams in a fast-paced environment
• 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
• Passionate about team development and growth
• 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
  
  
  

New York City Base Salary: 130,000-140,000

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.
  
  
  

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: 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 and many more.

R-247113