Technical Account Manager

Bengaluru, Karnataka, India | Customer Success Team | Full-time

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, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, and Bigbasket 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.


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