Customer Engagement Manager at MoEngage

About MoEngage:

MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, 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 across 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 such as Flipkart, Ola, OYO, and Bigbasket use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!

Our vision is to build the world's most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

Responsibilities:

- Lead a team of Customer Success Managers and be accountable for their success and development.

- Own a portfolio of Enterprise Customer engagement and lifecycle journey.

- Provide relevant CRM and marketing automation expertise to Customers

- Build and manage CXO level relationships with client stakeholders

- Identify up-sell and cross-sell opportunities from existing accounts

- Own portfolio retention - Monitor risky accounts and proactively take action to achieve success

- Collaborate with sales team to support sales efforts

- Collaborate with product team to communicate customers' needs and help design an ideal offering

- Launch and manage new customer success improvement initiatives

- Drive advocacy with customers - Feedback, Case studies, PR, Webinars and representation at Moengage events.

- Designing an amazing and memorable customer experience

What You Have:

- Inspiring leader with the ability to rally a team towards hitting key KPIs and providing an exceptional experience for our customers

- Skilled at identifying process improvements and operational excellence within a growing team

- Experience in marketing automation, CRM, mobile engagement technologies

- Imaginative and creative thinking skills with an ability to quickly diagnose problems and zoom out to see the bigger picture for the business

- 5+ years of Customer Success or Account Management experience with 1+ years of people management experience.

- Proven track record of delivery in a Customer Success environment with a focus on increasing customer engagement and retention

- Willingness to travel about 30 % of time

Perks:

- Work at Scale and challenge yourself

- Work with a smart team which grew up in the Mobile First world

- Work on an award winning product, tech and scale

- We have you sorted with our coolest tech and softwares- Gainsight

- Our learning program - Xcelerator to power your learning goals

- CSM Leaders like nowhere else and the coolest team you can imagine

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