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Customer Success Manager

Bogota, Colombia , Customer Success
clevertap frobes
clevertap frobes
JOB DESCRIPTION
What is CleverTap?

CleverTap delivers over 10 billion interactions every day across our AI-powered customer engagement and retention platform that enables digital enterprises to dramatically improve mobile user retention and conversion rates through behavioral insights, predictive segmentation, user experience optimization, and fully automated campaign orchestration.

CleverTap is the leading customer engagement and retention platform that helps brands maximize user lifetime value. Consumer brands around the world representing over 10,000 apps—including Gojek, 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, California with offices in Amsterdam, Singapore, Dubai, and Mumbai.

CleverTap is Great Place to Work-Certified™ in India and has been named Forbes’ Best Startup Employer in America for 2 years in a row (2020 and 2021). For more information, visit clevertap.com or follow us on LinkedIn and Twitter.

Key Responsibilities:
  • Work closely with our customers to onboard them and help them leverage the capabilities of the powerful CleverTap platform.
  • Partner with customers wins and improve business metrics.
  • Actively participate in client relationship management, process improvement related to change management, and requirement gathering.
  • Achieve multi-channel engagement with users. This, in turn, helps these clients meet their business objectives and drive growth
  • Drive the on-boarding of customers and ensure methods to measure success. Drive optimization of the on-boarding process to help customers onboard smoothly and quickly
  • Be a network champions within each account through education, coaching and strong influencing skills
  • Increase product adoption by developing a strong understanding of the customer's business and aligning it with product capability
  • Conduct executive business reviews at regular cadence. Drive decision making through relevant data; share product insights data, examine under utilised features and guide business to better leverage the product to generate new business opportunities
  • Be an expert in current trends, best practices and competitive landscape in the digital marketing, user engagement and analytics space

Key Requirements :
  •  Post Graduation in Marketing will be preferred but not a must
  • 2-3 years Customer Success Manager or Account Manager experience, preference for marketing, agency or consulting experience
  • High fluency in English and Spanish to communicate within the global organization
  • 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
  • Domain knowledge of mobile SDKs and APIs will be preferred
  • Prior experience in a marketing organization
  • Passion for providing top-notch customer service
  • Ability to understand what the customer really needs and why they need it
  • Cross-functional experience working across teams like product, business development, sales, and marketing

Reporting to: Director Customer Success -Americas

Measures of Success:
  • CSAT
  • Retention & Revenue growth rate
  • Product adoption - breadth and depth.
Key Competencies:
  • Functional/ technical: Business process understanding, Customer-centric approach, Database concepts
  • Behavioural/ Leadership: Problem solving, teamwork and collaboration, Communication
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
  • Scale and fast-paced delivery + learning opportunities
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
  • Seamlessly shift from working on MacBook to discussing "insert fav book name" over a drink
  • Accountability and driving outcomes are the key to success
  • Your career here is limited by you and nothing else
  • Teamwork trumps individual success

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