Customer Success Manager

Sydney, New South Wales, Australia | Customer Success Team | Full-time

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About MoEngage

MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.

Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Soundcloud, Citibank, Domino's, MyDeal, Canstar, 13CABs, Nova Entertainment use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!

Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

Skills and 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
  • 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

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
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