Customer Success Manager

About MoEngage

MoEngage is an insights-led customer engagement platform trusted by 1350 global consumer brands including McAfee Flipkart Dominos Nestle Deutsche Telekom and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers.

Roles and Responsibilities:

• You will be the main point of contact for MoEngage for Mid-Market and Enterprise level customers and their team members
• Actively monitor client usage and identify opportunities to upsell additional products and services
• Troubleshoot and resolve client issues and provide proactive solutions to minimize potential issues
• Conduct regular client check-ins and provide QBRs to ensure clients are receiving value from our products and services
• Develop and implement client retention strategies to ensure long-term partnerships
• Conduct client satisfaction surveys and analyze feedback to improve the customer experience
• Project manage different projects between MoEngage and our account
• Monitor customer health satisfaction risks and escalations
• Augment the MoEngage team members supporting the customer to ensure timely response and interpretation of solutions
• Coordinate calls between marketing product sales and engineering teams
• Have an understanding of the steps to create product requirement documents
• Keep up to date and establish a deep knowledge of MoEngages solutions and product
• Help customers achieve their objectives by working with MoEngage internal teams delivering timely technical guidance enablement and best practices materials
• Work with internal account teams to identify and resolve renewal risk build strategies to drive further customer adoption
• Be the voice of the customer when engaging with internal teams

Requirements

• 5 years of experience in supporting complex enterprise customers with marketing technology solutions (email push SMS) or closely related solutions with an understanding of technical product and marketing disciplines
• Has a strategic mindset and ability to make sense of complex business needs
• Exceptional project management and organisational skills - especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines
• Understanding of roles and responsibilities within technical organisations to understand who does what at a high level to involve the right people
• Exceptional attention to detail - working with a customer in a highly regulated environment
• Ability to understand customer requirements and see how MoEngage can add value in various ways.
• Comfortable with communicating with all levels of team members internally and externally from C-level executives to individual contributors
• The ability to collaborate and build strong relationships with customers
• Previous experience in Customer Success or Support Engineer roles for a SaaS company is a plus
• SaaS and B2B experience is a must