Customer Success Engineer

JD for Customer Success Engineer

Job Title: Customer Success Engineer

Location: Kozhikode, Government Cyberpark Office, India

Salary: 21000 per month

About Mailercloud

Mailercloud is a UK-based email marketing platform provider, rapidly growing in the SaaS industry. With over 21,000 clients, we help businesses around the world deliver effective email marketing campaigns through our innovative platform. We are now expanding our team and looking for fresh talent to join us at our Kozhikode office at Government Cyberpark to further scale our operations and ensure top-tier client success.

About The Role

We are seeking a motivated and proactive Customer Success Engineer to join our growing team. As a Customer Success Engineer, you will play a key role in ensuring our clients achieve success using the Mailercloud platform. You will handle client tickets and chats, engage with enterprise clients regularly to build relationships, and work cross-functionally with teams like email deliverability, product development, sales, and marketing to drive growth and resolve client challenges.

Key Responsibilities

• Client Onboarding & Support: Assist new clients in getting started with the Mailercloud platform. Respond promptly to client inquiries via tickets and chats, ensuring issues are addressed effectively and efficiently.
• Relationship Management: Build and nurture strong relationships with enterprise clients, regularly checking in to understand their goals, challenges, and how Mailercloud can drive their success.
• Growth and Account Management: Focus on creating growth for the accounts you manage by identifying opportunities for upselling, feature adoption, and product optimization.
• Cross-Functional Coordination: Coordinate with the email deliverability team, product development, sales, and marketing teams to ensure clients needs are met, and issues are escalated and resolved quickly.
• Client Feedback & Improvement: Collect and document client feedback to improve the Mailercloud platform and service offerings. Work with internal teams to address any recurring issues or concerns.
• Reporting & Metrics: Prepare reports on client health, usage, satisfaction, and any challenges they are facing, providing actionable insights to improve overall client experience.
  
  

Skills & Qualifications

• Completed BTech or MSc with good grades (preferably in Computer Science, IT, or related fields).
• Good communication skills in English and fluency in Hindi for clear and effective communication with clients.
• Strong writing skills to craft professional emails, reports, and tickets.
• Ability to manage client relationships and handle multiple tasks simultaneously.
• Strong problem-solving skills with attention to detail.
• Ability to collaborate effectively with cross-functional teams (email deliverability, product development, sales, and marketing).
• A customer-first mentality with a passion for helping clients succeed.
• Ability to work independently, with strong time management skills.
  
  

Why Join Us

• Mailercloud is a highly growing SaaS platform, expanding rapidly in the email marketing space. You will be part of a dynamic and fast-paced environment that fosters professional growth and innovation.
• Opportunity to work with a leading email marketing platform and help enterprise clients optimize their email campaigns.
• Competitive salary and benefits package.
• A collaborative and supportive work environment at our Kozhikode Government Cyberpark Office.
• Career growth opportunities in customer success and beyond.
• Exposure to cutting-edge email marketing technologies and hands-on experience with a leading platform.