Customer Engagement Specialist

23 hours ago

Bengaluru, Karnataka, India MoEngage Inc. Full time

About MoEngage Inc.

We are a leading Marketing Technology Stack provider that helps brands redefine customer engagement in the mobile era. Our cutting-edge technology analyzes billions of data points to predict customer behavior and build marketing campaigns that proactively engage users.

With marquee clients like Traveloka, Bukalapak, Kredivo, Vodafone, Oyo, Airtel, and McAfee, we have over + paying customers in the Enterprise & Internet companies space in India, the US, South East Asia & EU. With a global presence spanning 35 countries, our offices are located in San Francisco, Singapore, Berlin, Jakarta, and Bengaluru.

Job Responsibilities

  • You will be the primary point of contact for MoEngage Inc. for customers and their team members operating in META
  • 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 receive 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 Inc. 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

Requirements

  • 3+ 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 roles for a SaaS company is a must
  • SaaS and B2B experience is a must

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