About the Company
CleverTap helps consumer brands retain their users for life. It is a powerful mobile marketing solution that brings together user data from online and offline channels on one centralized platform. Every day, thousands of brands use CleverTap’s machine learning models to create differentiated customer engagement strategies that help marketers drive omnichannel growth. Build valuable customer relationships using actionable, real-time insights that help create amazing customer experiences.
Over 8,000 global brands, including Sony, Vodafone, Domino’s Pizza, DC Comics, Go-Jek, BookMyShow, and DealsPlus trust CleverTap to help them connect with users and grow their mobile apps. To learn more about CleverTap, visit clevertap.com
CleverTap operates out of San Francisco, New York, London, Singapore, Mumbai, and Bengaluru. We work with businesses of all sizes and are building more meaningful customer relationships every day.
About the Role
CleverTap is looking for a talented individual to join the Customer Success team for the Americas. As a Customer Success Manager you will play a key role in building strong relationships with your portfolio of customers driving product adoption and ensuring that they are leveraging the CleverTap platform to its full potential. You will onboard new customers and guide them through the implementation process and train them to extract value from the CleverTap platform. You will develop a strong understanding of the customer's business and key performance indicators and tailor the use of CleverTap technology to fulfill those. You must be a self-starter with a team player mentality and have a “do what it takes” attitude for a fast paced, high energy startup environment.
Responsibilities
- Own and manage the entire customer success lifecycle from on boarding to up-selling for portfolio of customers
- Drive and optimize the onboarding process for customers to deliver a quick time to value
- Increase product adoption by developing a strong understanding of the customer's business and aligning it with product capability
- Develop a network of Customer Champions within each account through continuous education, training and collaboration
- Be an internal advocate for the customers and channel their feedback and advocate for them through the product roadmap process
- Collaborate with customers on their omni channel marketing strategies to engage users to attain their revenue and retention goals
- Conduct business reviews with customers at regular cadence. Drive decision making through relevant data; share product insights data, examine under utilised features and guide business to better leverage the product to generate new business opportunities
- Be an expert in current trends, best practices and competitive landscape in the digital marketing, user engagement and analytics space
- Capture customer requirements and articulate the same for the product team in easy to understand specifications, user interface changes and integration touchpoints
- Provide efficient and accurate technical assistance to ensure customer satisfaction
- Work directly with customers to solve technical issues, Provide escalated technical and triage support for other teams
- Actively contribute to our online developer documentation and work closely with Engineering, Product and Customer Success teams
- Help define and execute support team processes to Leverage product expertise and technical knowledge to delight customers.
- Responsible for responding to customer emails, driving excellent Customer Experience and creating an environment for a world-class Support team
Qualifications
- BS/BE in Computer Science or related fields
- 2+ years of experience in Product Management, Customer Success management or account management preferably in the digital marketing / mobile engagement space
- Domain knowledge of two or more of the following: Mobile, SDK/APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc)
- Mobile application development experience a big plus
- Excellent interpersonal and communication skills to collaborate across all levels within the organization and leave the customer with the impression that you understand their problems
- Self-starter with strong technical acumen and intellectual curiosity
- Managed large number of accounts or projects at a technical level
- Strong team player