Lead, Customer Success Enablement

MoEngage Inc (Bengaluru, KA, India) 3 days ago

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, Bigbasket, and Tokopedia 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.

Responsibility:

  • Help align and design the success enablement strategy, develop, manage and maintain training paths for Success and Support team members (new hire and existing members)
  • Facilitate/deliver programs (Onboarding, Performance Skill Development, and Manager Effectiveness) that leverage blended learning, practice/application and peer reinforcement to ensure learning is impactful and effective
  • Collaborate with Subject Matter Experts (SMEs) and business leaders to develop relevant content, tools and resources to aid skill development & on-the-job learning application
  • Create Success and Support enablement assets that simplify complex subjects into clear, digestible, actionable information
  • Ensure content remains current and reflects the latest in product, market, and customer information
  • Measure and report on business impact of enablement programs
  • Gather feedback from success and support teams on a regular basis to constantly improve enablement programs
  • Experience working with various stakeholders like Sales, Marketing and Product teams to incorporate feedback into Success and Enablement Programs
  • Experience creating executive communications (e.g., presentations, speeches, briefing documents)
  • Ability to turn ambiguous information and unstructured challenges into insights, plans and recommendations in a constantly evolving environment.

Qualification:

  • 7+ years relevant experience designing and delivering enablement programs and/or learning solutions, including programs
  • Strong understanding of adult learning principles and ability to apply across a wide variety of learning solutions
  • Data driven with program management experience strongly preferred
  • Strong stakeholder management skills
  • Exceptional verbal, written and presentation skills are a requirement
  • Demonstrated ability to seamlessly manage competing priorities
  • Bias for execution and delivering results
  • Proven self-starter who thrives in fast-paced, high-growth environments with minimal supervision
  • Expertise in the Marketing and Marketing Automation industry
  • Knowledge of the market is a plus but not required

Lead, Customer Success Enablement

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