Associate Director -Customer Success (SEA) Job Vacancy in MoEngage Inc Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : MoEngage Inc
Location : Bengaluru, Karnataka
Position :

Job Description : 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.

Currently, MoEngage is looking for a seasoned Customer Success Leader who has prior experience in managing and scaling SMB customer success coverage by 10X.

You are a problem solver and an operational maverick. You are a data-driven, process-oriented operational leader with an eye for detail while managing a portfolio of 500+ customers. You have championed automation without losing the art of personal touches. You have designed and launched customer engagement /adoption programs for the scaled segment.

Responsibilities

Contribute to SMB customer success coverage strategy and planning
Own the execution of SMB customer success coverage model and deliver a world-class customer experience
Achieve key customer success objectives including but not limited to – GRR, Advocacy and Product adoption
Create repeatable and scalable processes to enable 10X growth
Conceptualize and launch scaled customer success programs that improve coverage, retention, and growth
Conceptualize, collaborate, and co-own customer advocacy initiatives
Plan and execute workshops, webinars, office hours, and customer comms emails drive engagements
Identify and map key decision-makers; maintain periodic ‘executive connect’ with key clients
Provide relevant CRM and mobile marketing automation expertise to customers as needed
Operational responsibilities
Run an SMB focused management system with weekly reviews for all key KPIs
Proactively track customer behavior, churn reasons, gaps, challenges, feature requests, and recommend solutions /operational improvements
Collaborate with other functional teams including Sales, Engineering, Product, Marketing, and Solutions Engineering teams to improve customer experience thereby improving product adoption and retention
Manage customer escalations and ‘red’ accounts by mobilizing resources and influencing internal stakeholders
Share weekly /monthly /quarterly business reports with senior stakeholders

People leadership
Lead a team of Engagement Managers and CSMs and be accountable for their success and development
Provide mentoring, coaching and conduct performance management
Collaborative leadership style with the ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success
Hire, grow, retain top talents
Set quarterly goals and priorities, training & development objectives

You will have:

A technical degree with an MBA
Experience in planning and executing a scaled customer success model
Experience in managing SMB customer success Team and scaling the coverage model by 10X
10-12 years of leading and growing high performing customer success teams with at least 2+ years of experience in managing 1st line managers
Experience in marketing automation, CRM, and mobile engagement technologies with a strong foundation of SAAS subscription model
Strong data and analytical skills, ability to sift through a large pile of data. and come up with actionable trends, insights, and gaps
Previous experience in technology and/or business transformation consulting is a plus
Previous experience in martech solutions company /B2C marketing agencies is a plus
Ability to manage crisis and stay calm under pressure while helping the team to navigate the crisis
Hands-on knowledge of CRM (salesforce), Customer success tools (Gainsight), and support tools (ZenDesk)
Excellent executive communication, negotiation, and presentation skills

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