About the position
MoEngage is an intelligent customer engagement platform designed for customer-obsessed marketers and product owners. The platform enables hyper-personalization at scale across various channels, including mobile push, email, in-app messages, 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 throughout 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 like Flipkart, Ola, OYO, and Bigbasket, utilize MoEngage to orchestrate their cross-channel campaigns, sending 50 billion messages to 500 million consumers every month. The company's vision is to build the world's most trusted customer engagement platform for the mobile-first world, emphasizing a commitment to customer care that has earned them top ratings for service and support in various industry reports.
Responsibilities
- Act as the main point of contact for MoEngage for Mid-Market and Enterprise level customers.
- Monitor client usage and identify opportunities to upsell additional products and services.
- Troubleshoot and resolve client issues, providing proactive solutions to minimize potential issues.
- Conduct regular client check-ins and provide Quarterly Business Reviews (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 accounts.
- Monitor customer health, satisfaction, risks, and escalations.
- Support MoEngage team members in providing timely responses and interpretations of solutions.
- Coordinate calls between marketing, product, sales, and engineering teams.
- Understand the steps to create product requirement documents.
- Maintain a deep knowledge of MoEngage's solutions and products.
- Help customers achieve their objectives by delivering timely technical guidance, enablement, and best practices materials.
- Work with internal account teams to identify and resolve renewal risks and build strategies to drive further customer adoption.
- Be the voice of the customer when engaging with internal teams.
Requirements
- 5+ years experience in supporting complex enterprise customers with marketing technology solutions (email, push, SMS) or closely related solutions.
- Strategic mindset with the ability to understand complex business needs.
- Exceptional project management and organizational skills, especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones.
- Understanding of roles and responsibilities within technical organizations to involve the right people.
- Exceptional attention to detail, especially when working with customers in highly regulated environments.
- Ability to understand customer requirements and identify how MoEngage can add value.
- Comfortable communicating with all levels of team members, from C-level executives to individual contributors.
- 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.
