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Technical Account Manager

Customer Success
Mumbai
clevertap frobes
JOB DESCRIPTION
What is CleverTap?

CleverTap empowers digital brands to increase customer retention and lifetime value with the help of data, personalization, deep-tech and automation. We work with thousands of brands globally, including Dream 11, Dunzo, Lenskart, Zomato, Pharmeasy, MX Player, Premier League and GO-JEK.

CleverTap customers leverage Data, AI and Machine Learning for behavioral insights, predictive segmentation, user experience optimization, and fully automated campaign orchestration. The platform ingests ~15 billion user interactions daily, and sends out about 2 billion message notifications each day on behalf of its customers. Our patent-pending technology was invented to solve for scale, speed and security. You can follow our tech blog here - https://tech.clevertap.com/.

CleverTap is backed by Sequoia Capital, Accel and Tiger Global. Headquartered in Mountain View, US, our 350+ CTzens work out of Mumbai, Singapore, Dubai, and other locations globally. We’re one of the fastest growing SaaS startups in the marketing technology space.

CleverTap is Great Place to Work-Certified™ 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.

Position: Technical Account Manager 
Location: Mumbai

Purpose:
Responsible for providing complete technical solutions to the customers for CleverTap product integration with the customer's system.

Key Responsibilities:
  • Partnering with the Customer Success Team, to own the relationship with customers’ technical team for the assigned accounts.
  • Assist with product integration, provide solutions to implement Use Case, ensure performance and data sanity.
  • Attend to customer queries, inquiries, tickets and resolve them to enable usage of CleverTap product by the client through the complete lifecycle.
  • Participate in technical discussions with the customer to identify use cases, technical enhancements in the product and provide actionable inputs to the internal teams (CS, Product, Engineering, etc.)
  • Document technical requirements create content, estimate schedules and timelines, goals/metrics, and customer objective key results and outcomes
Key Requirements:
  • 4+ years of experience in a customer-facing role involving technical problem solving, product implementation, technical support in B2B SaaS, Mobile, API, or Web-based technologies.
  • Excellent communication (written and verbal skills), able to take complex technical ideas and translate them to non-technical stakeholders to achieve the desired outcome
Measures of Success:
  • Customer onboarding days,
  • Time to resolve issues/ requests,
  • Product adoption - breadth and depth.
Reporting Relationship:
  • Reports to:  Associate Director - Technical Account Management 
  • Direct Report: None
Key Competencies:
  • Functional/ Technical: Business process understanding, Software design, and deployment, Database concepts
  • Behavioural/ Leadership: Problem solving, teamwork and collaboration, Communication
Why join us?
  • Be a part of a global growth stage startup
  • Work in a fast-paced, dynamic environment where your contribution matters
  • You are passionate about technology and its impact on the high growth mobile technology space
  • Innovate at scale, with 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
  • 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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