You will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering and product adoption with the customers system, retain and grow CleverTap business by effective customer success management.

What will you do:

- Understand customer queries or problems.
- Provide a meaningful first response.
- Request appropriate additional information where necessary
- Provide efficient and accurate technical assistance to resolve the customers problem
- Timely escalation/ handoff to specialist technical teams as necessary.
- Engage with Engineering / Product teams for issues identified as Bugs/ Cloud Ops issues or new feature requests
- Leverage CleverTap and other technologies related documentation as well as Support Knowledgebase
- Accountable for regular creation and updating of support documentation and knowledgebase.
- Adhere to Support Processes and Performance/ Productivity Metrics as may be defined from time to time.
- Will be open to go on a customer call to fix issues quicker
- Assist with product integration, provide solutions to implement Use Case, ensure performance and data sanity.

What we are looking for:

Must Haves:

- Engineering Degree/ MCA with 10-12 years of prior work experience in SaaS platform

- Ready to work in shifts as per requirements of the company

Good To Have:

- Experience in SaaS

- Post-Graduation- MBA Marketing, PGDM, Diploma courses in Digital Marketing

Measures of Success:

Retention Rates: Client renewal and churn rates
Product Adoption: Depth and breadth of platform features utilized by clients.
ROI Performance: Effectiveness of client campaigns / Engagement executed using our platform
Client Satisfaction: Measured through Net Promoter Score, Case studies published & feedback
Expansion: Measured through upsell & cross-sell of our platform

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