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Engagement Specialist- Customer Success

2 months ago

Bengaluru, India FYERS Securities Private Limited Full time
Job Description
 At FYERS, our mission is “to empower new-age traders & investors with the best-in-class technology and platforms”

We are a bootstrapped company led by our founders who are extremely passionate about creating best in class value to our diverse customers, employees, and communities.

Why Join Us:

• Immerse yourself in the dynamic world of Capital market and Financial Services.
• Shape the future of digital finance by working on groundbreaking projects.
• Collaborate with a diverse team of experts and visionaries.
• Elevate your career with continuous learning and growth opportunities.

Job Summary:

We are looking for a dynamic and strategic Engagement Specialist to join our Customer Success team. The candidate will be responsible for designing and executing customer engagement plans to ensure timely activation and constant engagement on our platform. Utilizing tools like CleverTap, the specialist will drive customer engagement across various channels, including notifications, SMS, WhatsApp, and emails. The goal is to enhance user experience, maximize customer retention, and ensure seamless activation.

Key Responsibilities:

Engagement Strategy:
  • Design and implement effective customer engagement strategies to activate and retain customers on the platform.
  • Utilize CleverTap, and other tools to build automated and personalized engagement workflows.
  • Develop customer lifecycle engagement plans to ensure continuous interaction at various touchpoints.
Multi-Channel Engagement:
  • Manage customer communication through multiple channels, including push notifications, SMS, WhatsApp, and email campaigns.
  • Create, test, and optimize messaging for each channel to ensure maximum impact and response.
Data-Driven Optimization:
  • Analyze customer behavior, engagement patterns, and product usage to identify opportunities for increased engagement.
  • Collaborate with data teams to segment customers effectively and tailor engagement efforts for different user cohorts.
  • Monitor campaign performance using KPIs such as open rates, click-through rates, and conversion rates, and implement optimization strategies.
Activation and Onboarding:
  • Develop strategies to drive timely customer activation through personalized onboarding journeys.
  • Work closely with the onboarding team to identify bottlenecks in activation and implement solutions to improve the user onboarding experience.
Collaboration:
  • Collaborate with the Product, Marketing, and Customer Success teams to ensure alignment in customer communication and engagement strategies.
  • Provide insights and recommendations to the product team based on customer feedback and engagement data.
Tool Utilization:
  • Leverage CleverTap and similar tools to create automated journeys, personalized notifications, and real-time engagement.
  • Continuously explore new features and advancements in engagement tools to enhance communication strategies.
Qualifications:

Experience:
  • 5-7 years of experience in customer engagement, lifecycle marketing, or CRM, ideally in a SaaS, fin-tech, or tech-driven environment.
  • Proven experience working with engagement tools like CleverTap, MoEngage, or similar platforms.
Technical Skills:
  • Strong understanding of multi-channel engagement strategies, including push notifications, email, SMS, and WhatsApp.
  • Hands-on experience with campaign management, segmentation, A/B testing, and performance tracking.
  • Knowledge of customer lifecycle and behavior analytics tools.
Preferred:
  • Experience in the fin-tech or trading app space is a plus.
  • Familiarity with customer segmentation and cohort analysis.
Benefits:
  • Imagine joining a team where your well-being is paramount, offering you full access to fitness facilities, virtual medical consultations, and flexible leave options.
  • Enjoy the peace of mind with top-tier group medical coverage, robust personal accident protection, and extensive term life insurance for you and your family.
  • Celebrate your successes with individual and team awards in a culture that values trust and openness, ensuring your achievements are always recognized.
  • Elevate your career with our clear advancement pathways, internal mobility options, and leadership development programs.
  • Thrive in an environment that not only supports your professional growth but also prioritizes your overall wellness and happiness.