Senior Customer Success Manager

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Who we are

Dynamic Yield’s personalization technology stack helps marketers increase revenue by automatically personalizing each customer interaction across the web, mobile web, mobile apps and email. The company’s advanced customer segmentation engine uses machine learning to build actionable customer segments in real time, enabling marketers to take instant action via personalization, recommendations, automatic optimization & real-time messaging - in a single platform.

About Our Senior Customer Success Manager

Dynamic Yield is on the lookout for an experienced “dynamic” Senior Customer Success Manager. This role sits at a critical juncture between our sophisticated software and client success. Customer Success Managers facilitate customer understanding and implementation of Dynamic Yield products to maximize business value. This is a role for someone who understands the ins and outs of technical data, but who also possesses a knack for synthesizing mountains of information and making it relevant to customers’ business needs.

The Customer Success Manager assists with project delivery, clarification and explanation of Dynamic Yield products. They distill complex data into meaningful and actionable information. Program management is critical to  Customer Success Managers, as they must connect across internal teams, third-party vendors, and client stakeholders to facilitate business value. Problem solvers, critical thinkers, and top-notch communicators are primed for success in this role.

The Task-at-Hand:

  • Demonstrate Dynamic Yield’s value to our most important enterprise clients
  • Evangelize the adoption of Dynamic Yield products, and achieve a high degree of customer satisfaction
  • Utilize program management skills to drive all aspects of project planning, governance and onboarding including detailed deployment timelines, 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

Optimal Skills for Success:

  • 5+ years of customer success/services/consulting experience, preferably with enterprise customers
  • At least 2 years of experience presenting to C-level executives as a vendor representative
  • Prior project management or customer success experience preferably at a SaaS company dealing with large and/or enterprise customers
  • Expertise in Personalization, Optimization, A/B Testing, CRO, CRM, Recommendations or Segmentation
  • Ability to understand complex technology and explain it simply
  • Understand how to manipulate, analyze and interpret data
  • Expert level in Excel/Google Sheets
  • Experience or familiarity with project management software
  • Ability to multitask, prioritize and handle issues/escalations under pressure
  • Ability to work well either independently or with cross-functional teams, at multiple organizational levels
  • Must be fluent in English
  • Bonus: Tableau (or other BI tool), SQL, and/or data analysis experience

JOB ID

3461159

LOCATION

Chicago

Department

Product

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For general job inquiries
drop us a line at:
jobs@dynamicyield.com

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Senior Customer Success Manager - Chicago - 3461159

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