Associate Director of Customer Success Operations

About MoEngage

MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.
Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, and Bigbasket use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!
Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.
We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

About the Role

MoEngage is looking for Associate Director, Customer Success (CS) Operations who is passionate about building Customer Success into an innovative, proactive, and data-driven growth engine driver. The candidate should be high energy and comfortable working in a fast-paced, start-up environment.
CS operations function is strategically important to MoEngage’s global CS team’s scale and success.As the Associate Director, Customer Success (CS) Operations, the candidate will be a trusted advisor to the global Customer Success Leadership Team, influencing key strategic decisions for the CS organization as well as the overall business. This position contributes to CS operational performance management, timely communication of key performance indicators and identifying opportunities for process improvement initiatives. This position will also program manage cross-functional initiatives to improve CS operational excellence.

Responsibility

• Develop and maintain a comprehensive customer success dashboard that tracks and reports
  on the key KPIs and CTAs.
• Uncover opportunities by leveraging data and technology that will help Customer Success
  exceed the financial (Net Dollar Retention, ARR Growth) and the operational (Time to Value,
  NPS) performance globally
• Define systems and repeatable processes that can support 10X growth, drive productivity,
  efficiency, and visibility across the entire CS Organization
• Collect and analyze multiple sources of data to create a single source of truth for Customer
  health, risk, and opportunities
• Facilitate CS management system, forecasting, and operational reviews
• Publish key CS metrics and reports among key stakeholders
• Champion CSM onboarding process including training, tools, reporting, and cadence
• Partner with CS Leadership to identify key initiatives and program manage them to closure
• Participate in capacity planning, maintain hiring tracker, and program manage hiring motions

Qualification

• MBA in Marketing or Operations or in a similar field
• 8-10 years of experience in a senior-level CS Operations role at high growth SaaS companies
• A strong analytical, engine-builder mindset with demonstrated success in leveraging data to
  design and implement scalable processes and infrastructure automation
• A strong handle on customer success /sales operations tools (Salesforce, Gainsight, Power
  BI, Tableau, etc.), practices, and methodologies
• Experience managing CS member onboarding and enablement needs
• Proven track record of managing multiple workstreams within tight deadlines effectively
• Passion and experience for identifying process improvement opportunities and driving
  organizational change
• Excellent interpersonal and collaboration skills to operate across functions /teams /regions
• Developed performance management system to deliver predictable results and operational
  efficiency
• Excellent critical thinking skills with the ability to break down ambiguous problems into
  concrete, manageable components and think through optimal solutions
• Strong project management and organization skills with the ability to manage projects
  within deadline
• Clear communicator with excellent written, verbal, and listening skills