Customer Success Manager - Automation & Scale

Berlin, Germany

About Our Customer Success Manager Automation & Scale 

Dynamic Yield, by Mastercard is on the lookout for a Customer Success Manager. 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 technical data, but has a knack for synthesizing the mountain of information and making it relevant for customers’ business needs.

Our Customer Success Manager understands our customer's business and their key requirements for success and is able to translate those into an actionable personalisation strategy, that is the foundation of our customer's success with the DY platform.

This role is focused on managing customers who seek a higher degree of autonomy in managing their program. Instead of relying on frequent touchpoints for guiding customers, this role is focused on creating, executing and analysing automated workflows to uncover personalization opportunities and help customers adopt our solution to the fullest extent.

Outstanding analytical and problem solving skills are critical to the success of our Success Managers, as well as top-notch project management & communication skills to be the connecting puzzle piece for internal teams and client expectations. Any experience in a low-touch Customer Success environment is a big plus.

The Task-at-Hand:

  • Understand & define project success criteria together with customers & partners, translate data & reports into an actionable personalisation plan, track & demonstrate success against this plan
  • Design, implement and execute automated workflows to help with the following
    • monitor success against defined plans & KPIs
    • uncover additional business opportunities from data
    • report business value to customers
    • train users on the functionalities of the platform
    • Increase platform adoption and customer satisfaction
  • Help customers discover & define their key segments to execute a user centric optimisation strategy
  • Coordinate different stakeholders both internally and externally to meet/exceed project and customer expectations
  • Review overall project status with clients on a periodic basis, usually in the form of conference calls or web presentations
  • Deliver projects on-time and on-budget while communicating and resolving issues in a clear and professional manner
  • Communicate project status and issues internally across multiple organisational levels
  • Assist our solution partners 

Optimal Skills for Success:

  • 3+ years of services/consulting experience, preferably in a low touch engagement model
  • Experience with automating workflows and/or processes using CRM or similar software in a data driven approach 
  • Fluent in English, any other European language would be considered an advantage 
  • Hold expertise in at least 2-3 products in the space of Optimisation, CRM, Personalisation, Recommendations or Segmentation
  • Ability to understand complex technology and explain it simply
  • Understand how to manipulate, analyse and interpret data
  • Ability to multi-task, prioritise and handle issues/escalations under pressure
  • Committed to customer satisfaction and a passion for customer success
  • Ability to work independently and through teams, at multiple organisational levels
  • Self-motivated, detail-oriented, with well-developed interpersonal & communication skills and a strong desire to succeed
  • Degree in Economics/business or any marketing-related analytical degree

*Please submit your CV in English 

We don’t skimp on the perks

We invest in our team, making sure everyone is taken care of – from mental and physical health and wellness to ensuring a healthy work-life balance. Here’s a few of our favorites ;)

  • Employee wellness programs
  • Learning and development programs
  • Hybrid work model
  • Generous paid time off

At Dynamic Yield, our strength lies in our talent. Some of the world’s biggest brands rely on our innovation-led team to empower them to build transformative customer experiences. That’s why we’ve built a globally-recognized, people-centric, award-winning company. And with teams across six countries collaborating to build best-in-class technology, we’re looking for exceptional talent that is ready to be part of something great.

Dynamic Yield is an environment that welcomes all races, sexual orientations, ethnic and cultural backgrounds. As an Equal Opportunity employer, we strive to build a workplace that caters to all personality types.

Apply for this job

Customer Success Manager - Automation & Scale - Berlin, Germany - 5154978