Technical Account Manager

What is CleverTap?
CleverTap is a SaaS platform that helps consumer businesses improve user engagement & retention through advanced analytics, predictive segmentation, user experience optimization, and omnichannel campaign orchestration. Global brands such as GO-JEK, Dream11, Vodafone, Hotstar, Fandango, and 7-Eleven use CleverTap to offer delightful, personalized experiences to their users. 
 
CleverTap was founded in 2013, and has offices in San Francisco, London, Singapore, and Mumbai. Our investors include Tiger Global, Sequoia, Accel & Recruit. 

 What does our Customer Success do? 
Customer Success at CleverTap is a relationship-focused client management team, comprising of tech experts, solution artilects and delivery managers that align customer goals for beneficial outcomes. Customer success at CleverTap focuses on ensuring customers achieve their desired outcomes while using CleverTap product. The key performance indicator of our effective and efficient Customer Success strategy is typically decreased customer churn and increased up-sell opportunities. The goal of the Customer Success team is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for the company. The key sub-functions of CleverTap’s CS team is the technical and knowledge enablement of customers, identifying growth opportunities for customers and forecasting the churn risk.
 The metrics of success which we use are: NPS - “Net Promoter Score”, CSAT and Churn Rate 
 
What are we hiring for?
Role: Technical Account Manager 

CleverTap is looking for talented Technical Account Managers, who have a combination of superb customer interaction abilities and are comfortable solving complex technical use cases. The candidate will handle inbound escalations and be the primary escalation interface into our Engineering team. This role will directly responsible for issue triage, as well as creating and updating support documentation. 

Requirements:

  • Engineering or Computer Science degree
  • 3+ years of programming experience (API/ Web/ Mobile) 
  • Excellent communication skills & strong customer focus 
  • Proven analytical / problem-solving ability. Provide efficient and accurate technical assistance to ensure customer satisfaction 
  • Work directly with customers to solve technical issues 
  • Helping client with integration of CleverTap SDK 
  • Provide escalated technical and triage support for other teams
  • Actively contribute to our online support documentation 
  • Leverage product expertise and technical knowledge to delight customers 
  • Responsible for responding to customer emails and driving excellent Customer 

 Brownie points 
  • SaaS support experience 
  • Deep understanding of Mobile technology Android / IOS strongly preferred 
  • Prior startup experience 

Location: Bogota
 
Reporting to: Head Of Customer Success 
 
Why should you join us? 
· If you think you are ready for your next challenge & to learn from some of the best engineering minds in the industry 
· If you want to work on building large scale high-performance systems 
 
What is working at CleverTap like? 
 
·       Hierarchy is a Myth, Merit is lauded 
·       Seamlessly shift from working on your Macbook to discussing sports, music and Netflix stuff over a drink 
·       Collaborate with other teams and beat them later at Table Tennis 

Hear some of our folks speak 
 
·       Jacob Joseph, 40 under 40 Data Scientist Award recipient : https://youtu.be/ORJWxUcMECI 
·       People Speak : https://www.youtube.com/watch?v=4CWlKpLzx5I 
·       People Write 
https://clevertap.com/blog/fifa-and-ipl-2018-recalibrating-architecture-scalability/ 
https://clevertap.com/blog/clevertap-engineering-behavioral-messaging-at-scale/ 
 
 
 
 

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