Technical Account Manager / Solutions Product Manager

Boston, Massachusetts, United States | Customer Success Team | Full-time | Fully remote

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MoEngage is a fast-paced startup that’s helping companies run smart marketing efforts in their effort to reach the customer. We are a leading Marketing Technology Stack provider that is helping brands redefine their customer engagement in the mobile era. Brands use MoEngage to drive long-term, personalized and context-based engagement across channels to help achieve increased customer retention as well as customer LTV. Sitting at the intersection of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices, to predict customer behavior and build marketing campaigns that proactively engage users.

In just seven years since inception, MoEngage is working with leading enterprise and mid-market brands across e-commerce, entertainment, travel, publishing and banking. With a global presence spanning 35 countries, MoEngage has offices in San Francisco, Boston, Berlin, Jakarta, and Bengaluru. MoEngage is recognized by Gartner, Forrester, and G2 Crowd.

MoEngage has also been growing consistently through tough years like 2020 keeping our team at the center of our values, something Battery Ventures recognized by listing MoEngage as one of the top 25 Cloud Companies to work for during the pandemic.

MoEngage is looking for a Technical Account Manager to work with our largest enterprise customers. This position could be called a Solutions Product Manager or Solutions Architect as well.

General Requirements

  • 5+ years experience in supporting complex enterprise customers with marketing technology solutions (email, push, SMS) or closely related solutions with understanding of technical, product and marketing disciplines
  • Have a strategic mindset and ability to make sense of complex business needs
  • Based anywhere in the US
  • Understanding of roles and responsibilities within technical organizations to understand who does what at a high level to involve the right people
  • Ability to understand customer requirements and see how MoEngage can add value in various way.
  • 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
  • SaaS and B2B experience is a must

Skills

  • Must like solving technical challenges for customers and how it relates to their business objectives - especially solving open ended business problems with a combination of technology and creative thinking
  • Be able to execute solution design activities such as object modeling and data modeling/mapping, architecture diagrams, etc. Also be able to help author BRDs and PRDs to ensure Customer, Product and Engineering teams are aligned.
  • Maintain strong technical knowledge of MoEngage product offerings and be able to mentor clients on best practices and share various technical strategies leading to client business growth. Understanding B2C marketing strategies is a plus.
  • Work with MoEngage customer developers to design and execute integration solutions using our plugins, tools, and APIs.
  • Be able to lead a call to align different stakeholders within an enterprise company on how our product capabilities fits their requirements.
  • Handling all testing and validation efforts to ensure that the project configurations and development meets the business requirements and solution design
  • Brainstorm solutions to client technical challenges and help troubleshoot with client developers if they have difficulty understanding our docs or integrating in any way
  • In addition to being technical, you have the ability to connect with people. Folks tell you you’re a good listener, and you make everyone in the conversation feel included
  • You excel in customer interactions, presentations, demonstrations, and proof-of-concepts with both business and technical audiences

Must have:

  • Strong programming and technical skills, and you can read and understand API documentation and you enjoy the puzzle of linking systems together
  • A penchant for evaluating code against API documentation, and finding bugs and optimization opportunities
  • You love working on both program and relationship management
  • You thrive in environments that demand adaptability and thinking fast on your feet
  • You’ve probably mastered new programming languages and tech platforms on your own - not just because you thought it’d be a helpful skill, also because you thought it’d be fun
  • Experience with Python, Java, Rest APIs, MicroService Architecture, etc