WebEngage - Senior Manager - Customer Success

Essential Functions and Responsibilities:

- Empathize with every aspect of the customer experience, putting customersneeds first.

- Handling key/strategic accounts in the BFSI space.

- Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty.

- Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges.

- Continually identify and develop new uses for WebEngage that drive adoption and that align to customer business needs and marketing goals.

- Proactively spot and correct any issues that could affect customer satisfaction or retention

- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

- Be responsible for upselling and renewals, and increase the revenue per customer.

- Implement and optimise cross-channel retention campaigns for the customers.

- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals.

- Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.

Ideal Candidate:

- Strong customer service background, follow-up, and organizational skills.

- 5-7 years of relevant SaaS Customer Success experience

- Bachelor's degree in IT/Computer Science. A Masters degree in Business Administration would be preferred

- Diplomacy, tact, and poise under pressure when working through customer issues.

- Excellent personal presentation and communication skills & strong client servicing skills.

- Strong problem-solving skills and working knowledge of web applications, HTML, JavaScript, CSS, iOS and Android platforms.

Life at WebEngage:

- We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.

- A highly inclusive work culture that promotes a relaxed, creative and productive environment.

- Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance

- Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)

Perks & Benefits:

Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers!)

Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

Explore more

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