Manager, Solutions Engineering
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Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
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.MoEngage Analytics arms marketers and product owners with insights into customer behavior.
Brands can leverageMoEngage Personalizeto orchestrate journeys and build 1:1 conversations across the website mobile email social and messaging channels.MoEngage Inform the transactional messaging infrastructure helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngagesAI Suitehelps marketers develop winning copies and creatives optimize campaigns and channels that boost engagement and help with faster execution.
For over a decade consumer brands in 60 countries have been using MoEngage to power digital experiences for over a billion monthly customers. With offices in 15 countries MoEngage is backed by Goldman Sachs Asset Management B Capital Steadview Capital Multiples Private Equity Eight Roads F-Prime Capital Matrix Partners Ventureast and Helion Ventures.
MoEngage was named a Contender in The Forrester Wave: Real-Time Interaction Management Q1 2024 report and Strong Performer in The Forrester Wave 2023 report. MoEngage was also featured as a Leader in the IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023.
Whats in it for you
Global Exposure and Experience: As a manager within the SE team you will directly interact and manage queries from some of the worlds largest and most influential companies. This will not only enhance your exposure to global business operations but will also provide learning experiences that will augment your career growth.
Leadership and Management Skills: This role provides a tremendous opportunity to lead a team of technical experts strengthening your leadership style and management skills. You will not just guide your team but also strategize the overall function of SDK support improving it for the future.
Technical Proficiency: Working in one of the most demanding areas of technical support you will acquire deep technical knowledge and problem-solving skills that are highly valued in the tech industry.
Impact and Influence: As you manage queries and solutions for large-scale companies the impact of your work will be extensive and far-reaching. Your expertise and decision-making will influence products and services that these companies provide to millions of users. Your work moves the world!
Roles and Responsibilities:
Ownership of metrics and ensuring that the team meets global standards like 98% CSAT 97% SLA Resolution time Escalation% etc
Ownership of escalations processes & workflows
Collaborate with cross-functional teams like Engineering CS and Product Management to ensure a seamless customer experience and drive customer retention
Provide ongoing feedback coaching and career development to the team to ensure continuous development of their skills
Device risk management and operational strategies based on operational performance
Requirements:
8 years total experience with a minimum of 3 years of experience leading/managing technical support queues.
Extensive experience in dealing with customers from across the globe.
Experience managing technical support / product support teams.
Experience recruiting and sourcing team members.
Experience interacting directly with customers in a technical context.
Superior communication and interpersonal skills.
Demonstrated ability to mentor and coach team members
An innate desire to provide amazing customer experiences.
Ability to learn new technologies quickly.
Strong organizational sense and stakeholder management
At MoEngage we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate we create the most value for our clients our employees and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.
Employment atMoEngage is based solely on professional competence skills and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender ethnicity abilities age identity orientation or expression marital status (including pregnancy) religion and beliefs or any other status protected by law.
It is our policy to comply with all applicable national state and local laws related to non-discrimination and equal opportunity.MoEngageis truly a place where everyone can bring their passions authentic selves and talents to work collaborating to drive progress and solve meaningful challenges.
Why Join Us!
At MoEngage we are passionate about our team and technology - see below to know more about us.
We handle more than a billion messages every day. Rest assured you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.
Required Experience:
Manager
Key Skills
- Organizational Management
- Presentation Skills
- Agile
- SAFe
- AWS
- Solution Architecture
- Conflict Management
- Data Management
- Scrum
- Team Management
- Pre-sales
- Management Consulting
About Company
Execute your cross channel marketing strategy with MoEngage’s insights-led customer engagement platform. Leverage the power of personalization with MoEngage.
