Customer Success Executive

**About us**:
WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. One of the
** hottest global SaaS companies**, we’ve been recognized by G2 as a
**Marketing Automation Leader in Asia 2021.**

The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.

We are headquartered in
**Mumbai**,
**India,** and have offices in
**Delhi**,
**Bangalore**,
** São Paulo,** and
**Dubai**. We work with thousands of brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.

**About the role**:
Is your goal to build relationships based on trust which results in happy, passionate, loyal customers and colleagues?

We are looking for people with the right mix of compassion, communication skills, and technical knowledge to get the job done.
- As a Customer Success Executive, you will partner closely with the Customer Success Manager, Implementation and Onboarding team to ensure our customers realise the maximum value from their investment.
- You will build and maintain strong professional relationships with our SME/Mid-Market customers with the support of Customer Success Manager (CSM) and the Implementation team to coordinate operational tasks.
- This is a highly collaborative role, which requires excellent organization, clear communication and a passion for using data to drive successful partnerships.

**Keen to know more about how you could contribute?**
- Maintain a detailed knowledge of WebEngage’s offering and the impact they can create for our customers.
- Coordinating and maintaining a detailed list of all tasks and communication with the client
- Working closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
- Manage the process of creating review reports which will include : consolidating and maintaining reporting format, proof reading and pulling standard reports
- Maintaining a task and discussion tracker to manage the timelines and go live details of the ongoing projects
- Scheduling client and internal meetings including follow up logistics
- Assisting the onboarding team for any new business set up activity that might arise from accounts
- Empathize with every aspect of the customer experience, putting customers needs first.
- Assist with customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty.
- Proactively spot and correct any issues that could affect customer satisfaction or retention
- Help CSM drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.
- Keep yourself updated about new products and services that could be of value to customer’sbusiness.

**Life at WebEngage**:

- We take **transparency** very seriously. Along with a full view of team goals, get a **top-level view** across the** board** with our monthly & quarterly town hall meetings.
- A highly **inclusive** work culture that promotes a **relaxed**,** creative** and **productive**environment.
- Practice **autonomy**, **open communication**, **growth opportunities**,while maintaining a perfect **work-life balance**:

- Go on **company-sponsored offsites**, once a year and blow off steam with your work buddies (Post Pandemic)

**Perks & Benefits**:

- **Learning** is a way of life. Unlock your full potential backed with **cutting-edge tools**and **mentorship **(**Macbook **for Engagers & **reimbursement** for your WFH setup)
- Get the best in class **medical insurance** (with **Covid Care** facilities), programs for taking care of your **mental health**, and a **Contemporary Leave Policy** (beyond sick leaves)

**Explore more here**:
**Think you fit the bill? Come along, let’s redefine the future of Marketing Automation**

**External Skills And Expertise -**
- Strong customer service background, follow-up, and organizational skills.
- 0.5-2 years of experience in a customer-facing role. SaaS experience would be a benefit.
- Bachelor’s degree in IT/Computer Science. A Masters degree in Business Administration would be a benefit
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Excellent personal presentation and communication skills & strong client servicing skills.