• 1+ in IMEA years of 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

• 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 products
• 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 and build strategies to drive further customer adoption
• Be the voice of the customer when engaging with internal teams

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.