Retention Consultant

WebEngage; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

MacBook for Engagers

Medical insurance

Contemporary Leave Policy

Offsites

Job summary

WebEngage in Mumbai, Bangalore and Gurgaon seeks a Customer Success professional to drive client satisfaction and growth. You will serve as trusted advisor to SMB clients, nurture relationships, monitor usage and collaborate with product teams to enhance the offering.

The ideal candidate has 2-4 years of SaaS CS experience, strong communication, and a proactive,(client)focused mindset. This role is on-site with a vibrant, growth-focused team.

Qualifications

• 2-4 years of relevant SaaS Customer Success experience.
• Strong client servicing and relationship-building skills.
• Excellent communication and presentation abilities.
• Diplomacy and poise under pressure when handling issues.

Responsibilities

• Serve as the primary point of contact and trusted advisor for SMB clients.
• Develop and maintain deep relationships with SMB clients.
• Monitor client usage and engagement data to identify trends.
• Collaborate with internal teams to advocate for clients' needs.
• Conduct regular check-ins to ensure satisfaction and success.
• Create resources, campaigns and documentation to support education.
• Create automated workflows based on customer behaviors.
• Conduct webinars/training sessions for the client base.

Skills

Customer success

Relationship management

Communication skills

Client servicing

ChatGPT experience

Tools

ChatGPT

Job description

About us:

WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified.

A 10 year vintage rock solid SaaS play growing near-profitably on the back of great product and service experience. Offers a single dashboard solution to consumer companies to unify and analyse their customer data, engage with customers across multiple channels and personalise every message including in-line content on the web / mobile apps. We work with thousands of brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.

One of the hottest global SaaS companies, we’ve been recognized by G2 as a Marketing Automation Leader in Asia 2021.

We're growing 100% year-on-year, presently at $20M ARR with offices in Gurgaon, Mumbai, Bangalore and Dubai and are expanding this year to Brazil and Indonesia. A battle hardened team, accessible founders and a resilient culture of sustainable growth with no shortcuts. A somewhat uncommon, in-the-ring view of building a company to last.

Learn more about us at www.webengage.com

Job Location: Mumbai, Bangalore and Gurgaon

Essential Functions and Responsibilities:

1. Serve as the primary point of contact and trusted advisor for our SMB clients, ensuring their success with our product
2. Develop and maintain deep relationships with SMB clients, understanding their unique needs and goals
3. Monitor client usage and engagement data to identify trends and areas for improvement
4. Collaborate closely with internal teams to advocate for clients' needs and contribute to product enhancements
5. Conduct regular one-on-one check-ins with clients to ensure their ongoing satisfaction and success
6. Assist in creating resources/documentation/campaigns to support customer education
7. Assist in creating automated workflows based on customer/user behaviors
8. Assist in conducting webinars/training sessions for the client base based on customer needs

Ideal Candidate:

1. Strong customer service background, follow-up, and organizational skills
2. 2-4 years of relevant SaaS Customer Success experience
3. Diplomacy, tact, and poise under pressure when working through customer issues
4. Excellent personal presentation and communication skills & strong client servicing skills
5. Hands on experience with Chat Gpt is preferred

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:
• Learningis a way of life. Unlock your full potential backed withcutting-edge toolsandmentorship(Macbookfor Engagers!)
• Get thebest in classmedical insurance(withCovid Carefacilities), programs for taking care of yourmental health, and aContemporary Leave Policy(beyond sick leaves
• Explore more here:
• https://youtu.be/Y0HjfyMjUpg
• https://www.linkedin.com/company/webengage
• https://twitter.com/WebEngage?s=09
• Think you fit the bill? Come along, let’s redefine the future of Marketing Automation!

WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.