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Customer Success Manager- Malaysia

1 month ago

Malaysia MoEngage Full time

Customer Success Manager role involves working with mid-market and enterprise level customers to ensure they receive value from MoEngage's products and services.

MoEngage is an intelligent customer engagement platform that enables hyper-personalization at scale across multiple channels. Our vision is to build the world's most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do, which is why we have top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports.

As a Customer Success Manager, you will be the main point of contact for MoEngage for mid-market and enterprise level customers and their team members. Your responsibilities will include:

  • Actively monitoring client usage and identifying opportunities to upsell additional products and services
  • Troubleshooting and resolving client issues and providing proactive solutions to minimize potential issues
  • Conducting regular client check-ins and providing QBRs to ensure clients are receiving value from our products and services
  • Developing and implementing client retention strategies to ensure long-term partnerships
  • Conducting client satisfaction surveys and analyzing feedback to improve the customer experience
  • Project managing different projects between MoEngage and our account
  • Monitoring customer health, satisfaction, risks, and escalations
  • Augmenting the MoEngage team members supporting the customer to ensure timely response and interpretation of solutions
  • Coordinating calls between marketing, product, sales, and engineering teams
  • Having an understanding of the steps to create product requirement documents
  • Keeping up to date and establishing a deep knowledge of MoEngage's solutions and product
  • Helping customers achieve their objectives by working with MoEngage internal teams delivering timely technical guidance, enablement, and best practices materials
  • Working with internal account teams to identify and resolve renewal risk, build strategies to drive further customer adoption
  • Being the voice of the customer when engaging with internal teams

Requirements for this role include:

  • 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
  • Having 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