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CleverTap

CleverTap is a user engagement and analytics platform for mobile app developers.

Customer Success Manager
Bangalore, IN
Karnataka, IN
Delhi, IN
Job Description / Skills Required

What is CleverTap?

CleverTap offers an AI-powered customer engagement and retention platform that enables digital enterprises to improve user retention and conversion rates through behavioural insights, predictive segmentation, user experience optimization, and omni-channel campaign orchestration.

Consumer brands around the world representing over 8,000 apps—including Gojek, Disney+ Hotstar, Discovery Kids, Sony, Vodafone, Carousell, and Cleartrip—trust CleverTap to help them improve user engagement and retention thereby growing long term revenue. CleverTap is backed by leading venture capital firms, including Sequoia, Tiger Global Management, Accel, and Recruit Holdings, and is headquartered in Mountain View, Calif. with offices in Amsterdam, Singapore, Dubai, and Mumbai. For more information, visit clevertap.com or follow us on LinkedIn and Twitter.

What does our Customer Success do?

Customer Success at CleverTap is a relationship-focused client management team, comprising of tech experts, solution architect 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 

Position: Customer Success Manager

Purpose:

Responsible for providing complete support to the customers for CleverTap product integration with the customer's system, retain and grow CleverTap business by effective customer service

Responsibilities

• Drive the on-boarding of customers and ensure methods to measure success. Drive

optimization of the onboarding process to help customers onboard smoothly and quickly

• Develop an intimate understanding of your customers’ businesses

• Develop a network of champions within each account through education, coaching and strong

influencing skills

• Represent to our customers as a trusted advisor, advocate and marketing thought

leader/subject-matter-expert

• Collaborate with customers to develop, launch, and manage marketing campaigns focused on

engagement and revenue goals

• Be an expert on trends and best practices for digital marketing and analytics

• Enlighten our customers with insights gleaned from their own data and industry trends

• Ensure customers get maximum value from CleverTap by leveraging full platform functionality

• Liaison between your customers and all the internal teams

• Handle customer concerns with confidence, putting them at ease

Requirements:

• Graduation- B.E (Computer Science)/ B.E(Information Technology)/ B.Sc (IT)

• Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing

• 2-3 years Customer Success Manager or Account Manager experience, preference for

marketing, agency or consulting experience

• Strong technical aptitude. Can confidently project manage a technical project with many moving pieces

Reporting to: Head Of Customer Success

Measures of Success:

  • CSAT

  • Retention & Revenue growth rate

  • Product adoption - breadth and depth. 

Competencies:

Functional/ technical: Business process understanding, Customer centric approach, Database concepts 

Behavioural/ Leadership: Problem solving, teamwork and collaboration, Communication 

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 coding on your Macbook Pro to discussing "insert fav bookname" over a drink 

  • Collaborate with other teams and beat them later at Table Tennis 

  • Have a look at our Mumbai office : https://youtu.be/__h4oHjxQJk