Customer Success Manager, QSR Vertical

Our 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.

Title and Summary

Customer Success Manager, QSR Vertical

Overview

Dynamic Yield, by Mastercard is looking for an experienced Customer Success Manager for the QSR vertical (Quick Service Restaurants). This role sits at a critical juncture between our sophisticated software and client success. This is a strategic role for someone who understands the ins and outs of technical data, has great customer relationship-building skills, and matching product capabilities to customers’ business needs.

Customer Success Managers on this team distill complex data into meaningful and actionable information. Program management is critical for our 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.

Our QSR target customers are some of the biggest in the world. This requires, on top of the above, complex relationship building and meeting the complex requirements of these enterprises.

Role:

• Demonstrate Dynamic Yield’s value to our most important enterprise QSR clients
• A storyteller who can use different pieces of information and data to build a narrative
• 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
• Partner with Dynamic Yield’s data analysts, engineering, and product development teams to produce business value and coordinate tasks
• 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
• Evangelize the adoption of Dynamic Yield products, and achieve a high degree of customer satisfaction

About You

• 3-5 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
• Tableau (or other BI tool), SQL, and/or data analysis experience - advantage

Base Salary: $95,000-$120,000

Mastercard is a merit-based, 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.