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Customer Success Manager

Jakarta, Customer Success
clevertap frobes
JOB DESCRIPTION
What is CleverTap?
CleverTap delivers over 10 billion interactions everyday 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 app including Gojek, AirAsia, 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 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: Customer Success Manager
Location: Jakarta, Indonesia
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
Key Responsibilities
  • Drive the on-boarding of customers and ensure methods to measure success.
  • Develop detail understand of Customer’s Business to provide efficient and accurate technical assistance to ensure customer satisfaction
  • Create a network of champions within each account through education, coaching and strong influencing skills
  • Acts as a customers 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
  • 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
Key Requirements:
  • 3+ years programming experience (API/ Web/ Mobile)
  • Excellent communication skills & strong customer focus
  • Work directly with customers to solve technical issues
  • Helping client with integration of SDK
  • Provide escalated technical and triage support for other teams
  • Provide training and adoption support to customers
  • Leverage product expertise and technical knowledge to delight customers
  • Bilingual skills compulsory (English)
  • Deep understanding of Mobile technology Android / IOS strongly preferred
  • Prior startup experience or SaaS experience would be appreciated
Reporting Relationship:
Reporting to: Head Of Customer Success
Direct Reports: None

Measures of Success:
  • CSAT and NPS
  • Retention of Revenue (Churn % )
  • Product adoption - breadth and depth.
Key Competencies:
Functional/ technical: Business process understanding, Customer centric approach, Database concepts, Digital Marketing and analytics
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
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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