About CleverTap
CleverTap is a customer retention platform that helps consumer brands maximise user lifetime value. Over 8,000
companies around the world, including Vodafone, Sony, Hotstar, Carousell, Domino’s Pizza, GO-JEK, Fandango, and BookMyShow trust CleverTap to deliver personalized experiences and improve the impact of omnichannel marketing across the entire customer lifecycle. CleverTap is backed by leading venture capital firms including Sequoia lndia, Tiger Global Management,
Accel and
Recruit Holdings, and operates out of San Francisco, Seattle, London, Singapore, and Mumbai,. For more information, visit
clevertap.com or follow on
LinkedIn and
Twitter.
Role : - Lead a team of Customer Success Managers passionate about helping customers leverage the capabilities of CleverTap platform to derive business value and outcomes. You are to develop and ensure execution of business strategies to enhance customer experience, usage and retention within a portfolio of strategic enterprise accounts.
- Own overall relationship with assigned customers, which includes: increasing adoption, driving customer satisfaction, and ensuring retention.
- Develop a trusted advisor relationship with customer sponsors such that CleverTap activities are closely aligned with the customer’s business goals and strategy
- Drive adoption of the solution within client organisation and create ROI scorecards for benefits delivered
- Develop customised programs to meet client needs, ensure customer concerns are addressed in a timely and accurate manner.
- Propose creative, viable solutions to the customer sponsor such that critical success issues are addressed on a pro-active basis
- Be the customer advocate on product roadmap discussions and ensure that all of our resources are focused and optimised to best serve customer’s needs
- Liaise with the sales team to identify up-sell & create expansion opportunities within the assigned portfolio of accounts.
- Conduct quarterly reporting and case reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements
- Guide Customer Success team into producing customers who can be referenced, with high customer satisfaction and high renewal predictability
- Provide regular customer status updates including high-risk customer and customers with high up-sell potential to internal stakeholders
Must-have:
- 10 - 12 years customer/account management responsible for renewals of subscriptions in a SaaS based company
- Experience in understanding and driving adoption of mobile app data analytics and user engagement tools
- Understanding of the digital marketing, retention strategies, mobile app marketing, mobile app analytics and engagement tools, as well as the client’s key business imperatives
- Seasoned leader to manage team, grow business and relationship with large enterprise accounts
- Strong negotiating, presentation and communication skills
- Strong collaboration mindset & capabilities
- Strong initiative, positive attitude and be willing to travel up to 40% of the time
- Strong analytical and problem-solving skills with commitment to quality
Life at CleverTap
We’re building a team of smart, driven, and helpful people whose goal is to assist mobile marketers and continuously improve ourselves while we’re at it. That’s not to say that we do not make time for play and even team-building activities during the week. More than a company, we’re a team of hard-working and hard-playing individuals who strive for excellence every chance we get.
Why Join Us?
- Feed your curiosity in a rich learning environment
- Diversity and inclusivity are the guiding principles driving how we recruit employees, cultivate leaders, and build a great company
- We redefine issues to discover solutions to complex problems
- Your work will impact mobile growth strategies for global brands such as Sony, Vodafone, Fandango, Go-Jek and many others, to engage and retain their users.
- We believe that autonomy and collaboration is more important than hierarchy.
- We believe that you should feel at home even when you’re in the office and to ensure that we have a fully stocked snack bar and catered lunches.