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| Customer Success Team | Full-time | Partially remote
MoEngage is an insights-led customer engagement platform, trusted by 1,200+ global consumer brands. As a Great Place to Work Company we are a young, fast-paced and intelligent customer engagement platform that fosters a culture of innovation, ownership, freedom, and fun while building future-ready technology products. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices in order to predict their behavior and engage them at every touchpoint throughout their lifecycle with personalized communication.
In just eight years since our inception, we have worked with leading Fortune 500 brands such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Sharechat, with a global presence that encompasses 35 countries. We currently have offices in San Francisco, Boston, London, Dubai, Ho Chi Minh city, Bangkok, Kuala Lumpur, Singapore, Sydney, Vietnam, Berlin, Jakarta, and Bengaluru.
The care we give to our customers is quite high! Our achievement of top service and support ratings in Gartner's Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports is a testament to that. Another commendable quality is our people-centric culture, as we have recently been included in Battery Ventures' top 25 private cloud computing companies. As recognized by the DivHERsity Awards, we are one of the top 20 diversity companies in the world, while the Economics Times names us as one of the Top Organizations for Women.
Will you be able to thrive in a fast-paced environment where innovation, speed, and customer-centric thinking are the norm? Is it your passion to uncover opportunities others are unaware of and to champion them? Do you crave ownership and a chance to be a part of something that matters? If so, this may be a worthwhile opportunity for you!
About the Role:
* Act as a the primary point of contact for all technical activities post launch for managed accounts.
Do hands-on troubleshooting and ensure their day-to-day technical challenges are resolved in a timely and professional manner.
* Have a good Understanding of MoEngage Architecture and features.
* Assists clients in upgrades and migration by providing consulting services to ensure their long term success.
* Advocate new MoEngage features adoption as well as identify new opportunities where MoEngage products and technologies can better fit client's marketing strategy and technical stack.
* Help develop and maintain best practices for implementing and supporting MoEngage features in both internal and external customer facing knowledge bases.
* Manage implementation and consulting projects, where you would be expected to facilitate communication channels between the customer and the product and engineering teams of MoEngage.
* Document client requested enhancements, develop detailed business requirements and represent the client in product prioritization cycles.
* Plan and consult client marketing team on use cases and solutioning along with a Customer Success Manager
* Guide client tech team through the integration process
* Relay trends to customers and anticipate customer needs
* Predict and forecast risk, renewal and expansion within customer portfolio.
Skills and Requirements
* Experience in Customer success and account management
- Previous experience in Customer Success or Support Engineer role for a SaaS company is a plus
- SaaS and B2B experience is a must
- Comfortable with communicating with all levels of team members internally and externally from C level executives to individual contributors
- 6+ years experience in supporting customers with marketing technology solutions (email, push, SMS) or closely related solutions with understanding of technical, product and marketing disciplines
- Excellent multitasking and project management skills
- Good technical knowledge to help clients make appropriate customizations
- Experience and understanding of Rest APIs
- Experience in working on integrations with Android/iOS/other app platforms
- Exposure to Mobile App Technologies is a plus
- Experience in Front End Web Development is a plus
- Experience in JIRA, Zendesk or similar ticketing tools is a plus
- Exceptional project management and organizational skills - especially in coordinating meetings and follow ups with global stakeholders across multiple time zones and disciplines
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.
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