Tracxn - Engagement Lead - APAC

Engagement Lead

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?

• 3 - 9 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: APAC (9:00 am - 6:00 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.