CleverTap is a user engagement and analytics platform for mobile app developers.
CleverTap offers an AI-powered customer engagement and retention platform that enables digital enterprises to improve user retention and conversion rates through behavioral 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.
Position: Technical Account Manager
Combine superb customer interaction abilities and are comfortable solving complex technical use cases.
Handling inbound escalations and be the primary escalation interface into our Engineering team.
Directly responsible for issue triage, as well as creating and updating support documentation.
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
Prior startup experience
Measure of Success :
NPS - “Net Promoter Score”, CSAT
Effective and Transparent communication
Delivers outcomes & resolutions on time, accurately and independently. Ability to control emotions in the face of challenging situations
Develops expertise in problem-solving skills to deliver on increasingly complex client problems, Effectively uses technical and business context to solve issues. Able to separate facts from emotions in challenging situations
Creates and implements detailed project plans, identifies risks and mitigation plans and frequently and proactively communicates status, Tracks and improves key focus areas, Plans staffing and allocation and ensures appropriate allocation of work, Establish process & standards
Excellent project management demonstrated by the ability to organize work streams, manage dependencies, estimate & deliver to timelines, proactively manage stakeholders, anticipate delays & take steps to prevent them
Why join us?
You are ready for your next challenge
You want to work in a fast-paced, dynamic environment where your contribution matters
You are passionate about technology and its impact on the high growth mobile marketing space
What is working at CleverTap like?
Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
Hierarchy is a myth, merit is lauded
Accountability and driving outcomes is the key to success
Your career here is limited by you and nothing else
Teamwork trumps individual success