Associate Director - Customer Success

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 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.

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

• ·Contribute to MID MARKET customer success coverage strategy and planning
• ·Own the execution of MID MARKET 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 MID MARKET 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 MID MARKET 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

Qualification:

• ·Customer Success and Digital transformation professional with 10+ years of experience in leading success and services organization in a SAAS company
• ·Experience of Managing $25 M + USD portfolio of B2C customers across different segments and geographies
• ·7+ years of experience in managing globally distributed teams with at least 5+ years of experience in managing 1st line managers
• ·Strong technical and innovation aptitude is a must
• ·A technical degree, with an MS or MBA
• ·Strong background in technology and/or business transformation consulting is a strong plus.
• ·Proven track record of scaling operations to 10x by introducing scalable process, optimizations and automation
• ·Ability to identify growth opportunities and effectively execute upsell and cross-sell plans.
• ·Strong understanding of SAAS and Multi Tenancy fundamentals
• ·Demonstrated success in building and growing high performing teams in new geos
• ·Excellent executive communication, negotiation and presentation skills
• ·Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease
• Ability to manage crisis and stay calm under pressure while helping