Customer Success Manager Team Lead

Our Purpose

We work 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. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Job Title

Customer Success Manager 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

Engaging in times of change

Encouraging motivation - proactively convey messages remotely

Creating resilience for their team

Monitor customers KPIs to drive the usage of our product

Build and maintain great working relationships with customers and internal colleagues

Utilize internal relationships to grow your knowledge

Identify, develop and promote potential integrations relevant to customers

Promote client forums and webinars

Obtain reference sites, case studies, and referrals where possible

Manage the CS Team to ensure we retain and grow our customers

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

Keeping up to date with Customer Success trends and tools and ensuring we’re staying ahead of the game

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

Task at hand:
2-5 direct reports

Completion of performance reviews

Training and development of your team members

Holiday Approvals and Management

Goal settings and 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

Mentoring

Engaging with authority

Support and drive team specific goals

Contribute to weekly exec updates

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

Networking

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

"

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.