Customer Success Manager - US

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

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About MoEngage

MoEngage is a young, fast-paced workplace that fosters a culture of innovation, ownership, freedom, and fun while building tech products of the future. Our teams are comprised of self-driven, passionate, smart individuals from top-tier institutes who are young achievers. 

Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyses billions of data points generated by customers and their devices, to predict customer behaviour and build marketing campaigns that proactively engage users.

In just seven years since inception, MoEngage is working with leading brands across e-commerce, entertainment, travel, publishing and banking domains among others. With a global presence spanning 35 countries, MoEngage has offices in San Francisco,Singapore,Vietnam, Berlin, Jakarta, and Bengaluru.

We have 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.

Our inclusion on this list highlights our ability to lead during a crisis and is a huge testimony to the people-driven culture we have.

Can you thrive and excel in a fast-paced ecosystem where innovation, speed and user centric product thinking are the norms? Do you enjoy discovering opportunities others do not even know exist and are geared to champion them? Are you driven by ownership and a chance to make an impact? If so, this opportunity may be for you!

 

Role:Customer Success Manager / Senior Customer Success Manager - US Region

Specifics:

  • US Time Zone - CST/PST Timezone preferred
  • India-based candidate
  • Candidates from Adobe, Leadsquared and/or a similar CEP-based organization

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
  • 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

Responsibilities

  • 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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