Customer Success Manager

3 days ago

Tampa, Florida, United States Mastercard Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Mastercard. As a key member of our organization, you will be responsible for ensuring the success of our clients by providing exceptional support and guidance in the implementation and optimization of our digital solutions.

Key Responsibilities
  • Help clients operationalize onsite testing and personalization best practices, 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
Requirements
  • Native/Business level of Spanish
  • 3-8 years of digital consultation or analytics experience
  • Fortune 1000 client-facing experience as a CSM preferred
  • B.A./B.S. Degree in an analytical/economic /business management disciplines
  • 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
What We Offer

Mastercard is an 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.

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