Customer Success Manager - Philippines

About MoEngage

Skills and Requirements

• 5+ 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 or Support Engineer roles for a SaaS company is a plus


• SaaS and B2B experience is a must

Responsibilities

• You will be the main point of contact for MoEngage for Mid-Market and Enterprise level customers and their team members


• 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 are receiving 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 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
  
  
  

  Why Join Us!

  
  

  At MoEngage, we are passionate about our team and technology - see below to know more about us.

  
  

  Life@MoEngage

  
  

  Tech@MoEngage

  
  

  #VibeAsOneTribe @Moengage

  
  

  We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.