Solutions Architect

MoEngage; Bengaluru; On-site; INR 2,400,000 - 4,000,000; Full time

Job summary

MoEngage is seeking a Solutions Architect in Bengaluru to join the Strategic Customer Success Team. You will advise on campaign deployments, act as the technical counterpoint between MoEngage and client teams, and drive adoption through trainings and onsite engagements.

You will collaborate with onboarding, success managers, and the technical support team to rapidly translate customer inquiries into product SME guidance, enabling rapid time-to-value for strategic customers.

Qualifications

• Strong communication and presentation skills.
• Ability to translate business needs into technical requirements.
• Experience with customer onboarding and training.

Responsibilities

• Facilitate and support product functionality inquiries and technical aspects of customer onboarding to maximize Time to Value.
• Support day-to-day inquiries to improve efficiency and value in MoEngage from onboarding to ongoing.
• Empower customer product and engineering teams to use MoEngage independently and efficiently.
• Communicate with customers and internal teams to explain products and adoption deployment schedules.
• Document technical requirements, schedules, goals/metrics, and customer interactions.
• Conduct validation for product use-cases and technical feasibility for product launch.
• Respond to technical concerns and problems, ensuring smooth implementation and launch.
• Engage marketing, product, and engineering teams to align goals with MoEngage within their tech stack.
• Support onboarding managers by providing strategic solutions and actionable steps, including onsite trainings.
• Contribute to technical adoption plans and scopes of work with the customer.
• Support new customers in achieving effective SDK and API integrations and campaign deployments.
• Design and deliver workshops to meet client needs and exceed expectations.
• Deliver enablement training and workshops online and onsite to clients.
• Troubleshoot technical issues during implementation and deployment and provide solutions.
• Provide support to the wider Strategic Customer Success Organization for day-to-day needs.

Skills

Communication

Technical proficiency

Customer-facing

Problem solving

Tools

APIs

SDK

MoEngage platform

Job description

MoEngage is an insights-led customer engagement platform, trusted by 1,200+ global consumer brands. As a Great Place to Work Company, we are a young, fast-paced, and intelligent customer engagement platform that fosters a culture of innovation, ownership, freedom, and fun while building future-ready technology products. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web, and mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices in order to predict their behaviour and engage them at every touchpoint throughout their lifecycle with personalised communication.

In just eight years since our inception, we have worked with leading Fortune 500 brands such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Tata Digital, with a global presence that encompasses 35 countries. We currently have offices in San Francisco, Boston, London, Dubai, Ho Chi Minh City, Bangkok, Kuala Lumpur, Singapore, Sydney, Vietnam, Berlin, Jakarta, and Bengaluru.

The care we give to our customers is quite high! Our achievement of top service and support ratings in Gartner's Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports is a testament to that. Another commendable quality is our people-centric culture, as we have recently been included in Battery Ventures' top 25 private cloud computing companies. As recognized by the DivHERsity Awards, we are one of the top 20 diversity companies in the world, while the Economics Times names us as one of the Top Organizations for Women.

Will you be able to thrive in a fast-paced environment where innovation, speed, and customer-centric thinking are the norm? Is it your passion to uncover opportunities others are unaware of and to champion them? Do you crave ownership and a chance to be a part of something that matters? If so, this may be a worthwhile opportunity for you!

About the Role:

As a Solutions Architect, you will be part of the Strategic Customer Success Team that owns the critical early and ongoing phases of the customer lifecycle.

Your focus will be to own advising on campaign and reporting deployments of MoEngage’s product and act as the technical counterpoint between MoEngage and the client’s product and engineering team. Working alongside the Customer Onboarding & Integrations Manager,Strategic Customer Success Manager, and Technical Support Team; you will be responsible for rapidly understanding each customer inquiry and request from a product SME, business, and technical requirements to drive adoption and training for our Strategic fast time-to-value.

In addition, you will support established Strategic customers that have enterprise architectures and resourcing structures, customizing MoEngage’s product alongside their Strategic Customer Success Manager.

This is an opportunity to bring your experience as a product and implementation expert, business analyst, technical support solutions, and customer success professional along with a high level of product and technical competence, delivering onsite engagements and training towards adoption. The role requires a fair amount of curiosity and focus.

Responsibilities

• Facilitate and support product functionality inquiries and technical aspects of customer on-boarding to ongoing to maximize TTV (Time to Value) for customers
• Support and advocate day-to-day inquiries and requests to support efficiency and value in the use of MoEngage from onboarding to ongoing
• Empower customer product and engineering teams to use our product independently and efficiently as possible.
• Communicate with customers and internal teams to explain products and adoption deployment schedules
• Document technical requirements, schedules, goals/metrics, and customer interactions
• Conduct validation for product use-cases and technical feasibility for product launch
• Respond to technical concerns and problems, ensuring smooth implementation and launch
• Engage with customer marketing, product, and engineering teams to understand their goals for using MoEngage and how the platform will fit into their tech stack
• Support Strategic Onboarding Manager and Success Manager by providing tactical response and strategic solutions to use cases and translating these into actionable steps for customers; including delivering onsite trainings.
• Contributes to the design of technical and product adoption plans and scopes of work in partnership with the customer to suit their marketing requirements.
• Support new customers in achieving effective and efficient SDK and API integrations as well as overall deployment of campaigns with MoEngage
• Design and deliver marketing, product, and technically focused workshops to meet client needs and exceed expectations.
• Efficiently deliver enablement training and workshops, both online and onsite, to Clients.
• Troubleshoot technical issues reported by customers during the implementation and ongoing campaign deployment process and provide solutions
• Provide support to the wider Strategic Customer Success Organization by tackling day-to-day needs and responsiveness for functional product and technical use cases.

Why Join Us!

At MoEngage, we are passionate about our team and technology - see below to know more about us.

Life @MoEngage

Tech @MoEngage

We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.