Customer Success Manager

November 28

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MoEngage

WebsiteLinkedInAll Job Openings

Marketing Automation • Customer Engagement • Mobile Marketing • personalization • Cross-Channel Engagement

501 - 1000 employees

Founded 2014

☁️ SaaS

🤖 Artificial Intelligence

Description

• 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 MoEngage’s 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 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. • Based on the West Coast (preferably). • Exceptional project management and organizational skills - especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines. • Understanding of roles and responsibilities within technical organizations 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.