Job Description

Responsibilities:


  • Act as a the primary point of contact for all technical activities post launch for managed accounts.

  • Do hands-on troubleshooting and ensure their day-to-day technical challenges are resolved in a timely and professional manner.

  • Have a good Understanding of MoEngage Architecture and features.

  • Assists clients in upgrades and migration by providing consulting services to ensure their long term success.

  • Advocate new MoEngage features adoption as well as identify new opportunities where MoEngage products and technologies can better fit client's marketing strategy and technical stack.

  • Help develop and maintain best practices for implementing and supporting MoEngage features in both internal and external customer facing knowledge bases.

  • Manage implementation and consulting projects, where you would be expected to facilitate communication channels between the customer and the product and engineering teams of MoEngage.

  • Document client requested enhancements, develop detailed business requirements and represent the client in product prioritization cycles.

  • Plan and consult client marketing team on use cases and solutioning along with a Customer Success Manager

  • Guide client tech team through the integration process

  • Relay trends to customers and anticipate customer needs

  • Predict and forecast risk, renewal and expansion within the customer portfolio. 

    • Requirements

  • Experience in Customer success and account management

  • Previous experience in Customer Success or Support Engineer role for a SaaS company is a plus

  • SaaS and B2B experience is a must

  • Comfortable with communicating with all levels of team members internally and externally from C-level executives to individual contributors

  •  2-3 years of experience in supporting customers with marketing technology solutions (email, push, SMS) or closely related solutions, with understanding of technical, product and marketing disciplines

  • Excellent multitasking and project management skills

  • Good technical knowledge to help clients make appropriate customisations

  • Experience and understanding of REST APIs

  • Experience in working on integrations with Android/iOS/other app platforms

  • Exposure to Mobile App Technologies is a plus

  • Experience in Front End Web Development is a plus

  • Experience in JIRA, Zendesk or similar ticketing tools is a plus

  • Exceptional project management and organisational skills - especially in coordinating meetings and follow ups with global stakeholders across multiple time zones and disciplines

    • At MoEngage, we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value – for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.


    Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protected by law.


    It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.

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