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Manager, Customer Success

Manager, Customer Success

Mastercard Data & ServicesSingapore, Singapore
4 days ago
Job description

JOB DESCRIPTION

Our Purpose

Title and Summary

Manager, Customer SuccessOur 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.

Customer Success Manager, Dynamic Yield

Dynamic Yield by Mastercard is on the lookout for a “dynamic” Customer Success Manager 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.

Role

  • 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 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

    • About You :

  • 6+ years of digital consultation or analytics experience
  • Fortune 1000 client-facing experience as a CSM preferred

    • Degree in an analytical / economic / business management discipline

  • 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

    • 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.

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    Customer Manager • Singapore, Singapore