Customer Experience Strategist
1 week ago
Maintaining a strong customer-centric approach is crucial for businesses aiming to achieve success. To facilitate this, MoEngage Inc., an intelligent customer engagement platform, offers a range of tools that enable marketers and product owners to deliver personalized communication across multiple channels.
Our platform, which supports brands like Deutsche Telekom, Samsung, and Flipkart, has helped orchestrate cross-channel campaigns and enhance consumer engagement through efficient messaging systems. With our platform, you can analyze audience behavior and engage consumers with tailored communication at every touchpoint throughout their lifecycle.
We strive to create the world's most trusted customer engagement platform for the mobile-first world. At MoEngage Inc., we care deeply about our customers' satisfaction, reflected in our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports.
Job Description- This role requires a seasoned professional to manage a team of Enterprise Customer Success Managers and oversee their success and development.
- You will be accountable for designing and executing the enterprise customer onboarding process and managing the entire lifecycle journey.
- As a key member of our team, you will provide CRM and mobile marketing automation expertise to our clients and build meaningful relationships with CXO-level stakeholders.
- Your responsibilities will also include identifying up-sell and cross-sell opportunities from existing accounts, monitoring risky accounts, and collaborating with our sales team to drive sales efforts.
- Lead a team of Enterprise Customer Success Managers and drive their growth and success.
- Create and execute customized onboarding processes for new enterprise customers.
- Offer expert guidance on CRM and mobile marketing automation to clients.
- Develop strategic relationships with senior client stakeholders.
- Identify revenue growth opportunities within existing accounts.
- Monitor high-risk accounts and take proactive steps to ensure success.
- Collaborate with the sales team to enhance sales performance.
- Proven experience as a leader, capable of driving a team towards key KPIs and delivering exceptional customer experiences.
- Skilled in process improvement and operational excellence within growing teams.
- Familiarity with marketing automation, CRM, and mobile engagement technologies.
- Able to think creatively and diagnose complex problems effectively.
- Minimum 5 years of experience in Customer Success or Account Management roles.
- A proven track record of delivering results in a Customer Success environment, focusing on increasing customer engagement and retention.
- Competitive salary: $120,000 - $180,000 per year, depending on location and experience.
- Opportunity to work with a smart team that grew up in the mobile-first world.
- Chance to challenge yourself at Scale.
- Access to cutting-edge technology and software, including Gainsight.
- Lifetime learning program - Xcelerator to power your learning goals.
- Collaborative environment with CSM Leaders like nowhere else.
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