Technical Account Manager

CleverTap

Mountain View, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/26/2021
  • Website: clevertap.com
  • Company Address: 440 N Wolfe Rd., Sunnyvale, CA, 94085

About CleverTap

CleverTap is the leading customer engagement and retention platform that helps brands maximize user lifetime value. Consumer brands around the world representing over 8,000 apps—including Vodafone, Star, Sony, Discovery, Fandango LATAM, Carousell, and Gojek—trust CleverTap to help them improve user engagement and retention thereby growing long term revenue.

Job Description

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

 

Responsibilities :

  • 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. 


Qualification:

  • 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

  • Churn Rate 


Competencies

  • 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

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.