Strategic Account Manager

WebEngage is a customer data platform and marketing automation suite that simplifies user engagement and retention for consumer tech enterprises and SMBs. Recognized by G2 as a Marketing Automation Leader in Asia 2021, we help brands increase revenue through highly personalized engagement campaigns across 10 communication channels.

Headquartered in Mumbai, India, with offices in Delhi, Bangalore, São Paulo, and Dubai, we serve thousands of brands worldwide across industries such as E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.

The Role

Essential Functions and Responsibilities:

1. Monitor the CRM system to ensure Customer Success captures accurate data.
2. Manage the Customer Success, Onboarding, and Support Platforms.
3. Apply a data-driven approach to decision-making by analyzing data from CStools.
4. Gather valuable insights from Customer Success tools.
5. Integrate success, onboarding, and support tools to share information and data points.
6. Train new team members on tools and processes, and monitor their adherence.
7. Evaluate existing processes for improvements to enhance output.
8. Analyze data to create reports for top management with insights and recommendations.
9. Develop a Success Excellence system to track and improve Customer Success quality, efficiency, and performance.
10. Manage the CS tool stack and its integrations with other data sources.
11. Lead the development and maintenance of a customer health score for decision-making.
12. Coordinate with other commercial teams on operational matters.
13. Identify challenges and opportunities to improve team efficiency and scalability.
14. Support operations and develop processes to enhance product adoption and client outcomes.

KPI's

1. Create playbooks for the team.
2. Establish Customer Success initiatives.
3. Assess risk management strategies.
4. Forecast customer metrics.
5. Identify upsell opportunities through process evaluation.
6. Conduct customer churn analysis.
7. Implement processes to monitor team KPIs and performance.
8. Design incentive structures aligned with company and team goals.

You will collaborate closely with Sales Managers, Customer Success Managers, Support Executives, and the Implementation Team to ensure adherence to processes.

Ideal Profile

1. At least 2 years of experience in a customer-facing role within a SaaS environment.
2. Proficiency in reading, writing, and speaking Arabic is mandatory.
3. Preferably hold a Master's degree in Business Administration.
4. Experience with analytics, data, databases, or business intelligence is preferred.
5. Proactive with a strong work ethic, self-directed, and resourceful.
6. Excellent communication skills, including effective speaking and writing.
7. Experience with digital marketing products is an advantage.

What's on Offer?

1. Leadership role
2. Excellent work culture
3. Opportunity to manage Customer Success, Onboarding, and Support Platforms