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.