Customer Success Manager

CleverTap

Mumbai, IN
  • Job Type: Full-Time
  • Function: Professional Svcs
  • Post Date: 03/26/2021
  • 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 behavioural insights, predictive segmentation, user experience optimization, and omni-channel campaign orchestration.
More than 8000 brands including some of the global brands such as Vodafone, Hotstar (Disney Group), Sony, Discovery, Meet Group, Carousell and GoJek use CleverTap to offer delightful, personalized experiences to their users.
CleverTap has offices in San Francisco, Los Angeles, London, Singapore, Amsterdam, Dubai and Mumbai. Our investors include Sequoia India, Tiger Global Management, Accel, and Recruit Holdings.
 
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

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