Customer Success Manager jobs in Holyoke, MA

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