MoEngage is an insights-led customer engagement platform, trusted by 1,200+ global consumer brands. As a Great Place to Work Company we are a young, fast-paced and intelligent customer engagement platform that fosters a culture of innovation, ownership, freedom, and fun while building future-ready technology products. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices in order to predict their behavior and engage them at every touchpoint throughout their lifecycle with personalized communication.
In just eight years since our inception, we have worked with leading Fortune 500 brands such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Sharechat, with a global presence that encompasses 35 countries. We currently have offices in San Francisco, Boston, London, Dubai, Ho Chi Minh city, Bangkok, Kuala Lumpur, Singapore, Sydney, Vietnam, Berlin, Jakarta, and Bengaluru.
The care we give to our customers is quite high! Our achievement of top service and support ratings in Gartner's Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports is a testament to that. Another commendable quality is our people-centric culture, as we have recently been included in Battery Ventures' top 25 private cloud computing companies. As recognized by the DivHERsity Awards, we are one of the top 20 diversity companies in the world, while the Economics Times names us as one of the Top Organizations for Women.
Act as a the primary point of contact for all technical activities post launch for customers migrating from other platforms
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.
Help develop and maintain best practices for implementing and supporting MoEngage features in both internal and external customer facing knowledge bases.
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
Skills and Requirements
Experience in Customer success and account management:
SaaS and B2B experience is a must
Comfortable with communicating with all levels of team members internally and externally
2+ years experience in supporting customers with marketing technology solutions (email, push, SMS) or closely related solutions with understanding of technical, product and marketing disciplines
Experience with HTML/CSS is a must
Experience with templating languages like JINJA or Liquid is a plus
Experience in JIRA, Zendesk or similar ticketing tools is a plus
Previous experience in Customer Success or Support Engineer role for a SaaS company is a plus