Tracxn - Customer Engagement Manager - US/EMEA (2-5 Years)

Job Description

The Engagement Manager plays a critical role in customer success, responsible for managing the entire customer journeyfrom onboarding to renewals. This role focuses on enhancing customer engagement, ensuring seamless platform adoption, and building strong relationships to drive satisfaction and retention. The ideal candidate will possess deep expertise in the Tracxn platform, proactively address customer needs, and work cross-functionally to optimize engagement strategies. They will play a pivotal role in identifying churn risks, implementing retention initiatives, and deliver exceptional service and value. Key Responsibilities : Customer Engagement & Onboarding Oversee customer engagement functions, including onboarding, query resolution, driving engagement, and managing renewals. Onboard new customers, communicate platform functionality, and provide updates on new features. Ensure seamless platform adoption and customer satisfaction. Product Expertise & Implementation Develop an in-depth understanding of the Tracxn platform and product offerings. Educate customers on platform capabilities and best practices. Drive the execution of customer engagement initiatives and projects. Relationship & Retention Management Build and maintain strong relationships with customers, ensuring their requirements are met. Identify key reasons for customer churn and implement strategies to prevent it. Collaborate with internal teams (Analyst, Finance, and Legal) to streamline customer engagement processes. What We Are Looking For? 2 - 5 years of experience in customer engagement, or customer success, preferably in a B2B SaaS environment. Excellent written and verbal communication skills with Phone and email etiquettes to effectively address customer queries Have "Customer Empathy" - ability to identify and understand a customer's situation and motives Thorough understanding of customer lifecycle processes in a B2B SAAS company Shift Timings: EMEA+US (2PM to 11 PM shift) What You Can Expect at Tracxn? Meritocracy-driven, transparent cultureno office politics. Work with like-minded, intellectually curious professionals. High-paced learning environment with continuous mentorship to help you achieve your peak potential. Founders : Neha Singh (ex-Sequoia, BCG | MBA - Stanford GSB). Abhishek Goyal (ex-Accel Partners, Amazon | BTech - IIT Kanpur)