Location: India, Mumbai office
Level: Early Career
Role Purpose:
Provide operational support to the MEA Account Management team by managing account administration, billing and collections, customer follow-ups, partner coordination and internal dependencies, ensuring timely closure while maintaining strong customer relationships.
Key Responsibilities :
Account Operations
- Maintain accurate operational information across C360/internal trackers and highlight overdue actions or account risks.
- Track renewals, POs, contracts, addendums and other commercial documentation, ensuring timely follow-up.
- Track contracted versus actual usage/overages and maintain records of waivers, credits or exceptions.
- Coordinate operational requirements with regional partners (like Salla and Daam in KSA), including payments,
- documentation, pending requests and internal dependencies. Align with internal Partner team.
Billing & Payment Collections
- Coordinate with Finance/Billing teams to track monthly invoices, outstanding payments and ageing.
- Maintain a consolidated customer-wise tracker covering outstanding dues, payment commitments and collection status.
- Proactively follow up with customers through calls, email and WhatsApp, maintaining a professional and relationship-led approach.
- Coordinate resolution of billing disputes and payment blockers with Finance, CSM, Product, Tech and other internal teams; escalate sensitive or commercial matters to leadership.
Ideal Profile
- 3–4 years of experience in Account Operations, Customer Success Operations, Sales Operations, Program
- Management or a similar customer-facing operational role, preferably in B2B SaaS.
- Project/program management skills with the ability to manage multiple customers, actions, and timelines.
- Excellent communication and relationship-building skills; comfortable speaking with customers on operational
- Strong Excel/Google Sheets, reporting and operational tracking skills, with a hands-on and closure-oriented mindset.
- Working knowledge of CDP, Customer Engagement or CRM platforms is preferable.
Good to Have
- Ability to understand and communicate needs at a WebEngage product level with internal and external teams like (MAU, APIs, SDKs, Traffic, Advertising platforms etc.)
- Prior experience supporting Middle east customers
- Hands-on experience with AI tools such as ChatGPT, Claude or Gemini for workflow automation, reporting and
- productivity; AI agent/workflow development experience