WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. One of the hottest global SaaS companies, we’ve been recognized by G2 as a Marketing Automation Leader in Asia 2021.
The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.
We are headquartered in Mumbai, India, and have offices in Delhi, Bangalore, São Paulo, and Dubai. We work with thousands of brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.
The Role
Essential Functions and Responsibilities:
- Monitoring the CRM system & ensuring Customer Success is capturing the right data
- Handling the Customer Success/Onboarding/Support Platform
- Instil a data-driven rigour to decision-making to draw insights from CS tools.
- Collecting useful information from the CS tools.
- Integrate all success/onboarding/support tools with each other to share information and key data points.
- Training new success/onboarding/support & implementation members on tool, process and monitoring their adherence.
- Evaluating existing processes and identifying areas for improvement to optimize overall output.
- Analyzing data and creating/sharing reports with top management with key insights and suggestions.
- Develop a Success Excellence system that will track and maximize the quality, efficiency and performance of Customer Success.
- Own the CS tool stack and integrations with other relevant data sources.
- Lead the development and maintenance of a customer health score to inform CSMs’ decision making
- Serve as a liaison to other commercial teams on operational matters
- Uncover and act on challenges, barriers and opportunities around the Customer Success team’s efficiency and scalability
- Provide operational support and develop processes that drive product adoption and successful client outcomes
KPI’s
- Creating playbooks
- Setting Customer Success initiatives for the company
- Assessing risk management
- Forecasting
- Examining existing processes to look for or upsell opportunities
- Conducting customer churn analysis
- Setup process to measure and monitor team KPIs and performance
- Work on incentive structures for different teams which are in line with company and team goals
You will partner closely with the Sales Managers, Customer Success Manager, Support Executives, and Implementation Team to ensure maximum adherence to set processes.
Ideal Profile
- 2+ years of experience with at least 2 years relevant work experience in a customer-facing role (customer success or account management) in a SaaS setup
- Must Have - The candidate should be proficient in reading, writing and speaking Arabic
- Preferably a Masters degree in Business Administration
- Domain - Experience with analytics, data, databases or business intelligence preferred
- Go-Getter - Willing to go the extra mile with a strong work ethic; self-directed and resourceful
- Excellent Communication - You know what to say and more importantly, how to say it
- Experience in Digital Marketing products will be an added advantage
What's on Offer?
- Leadership Role
- Fantastic work culture
- Handling the Customer Success/Onboarding/Support Platform