CleverTap Off Campus Hiring Associate Director - Customer Support Experience Candidates Can Apply
Company Name : CleverTap
Role : Associate - Associate Director - Customer Support
Location : Mumbai
Qualifications : Engineering Degree
About the Role:
As an Associate Director - Customer Success, you will respond to inbound Technical Support Requests related to Implementation, configuration, testing & subsequent ongoing usage of CleverTap Customer engagement and retention platform, via multiple support channels viz Email, Chat, Web.
What will you do:
- Design, develop, and implement processes, systems, and technology to support and enhance the support function
- Track success metrics, synthesize results for team weekly, monthly, quarterly, and annual reports, and communicate accomplishments and risks to leadership
- Develop and manage strong, collaborative relationships with product owners, Customer Experience teams, Engineering org., leadership, and other stakeholders, as needed to drive results
- Actively participate in product management/ engineering meetings to provide an overview of the customer experience, including escalations and areas of concern, as well as feedback from customers on product supportability
- Mentor and train the team to develop delivery plans that maximize customer experience and achieve higher value realization and customer satisfaction
- Set & rigorously monitor performance goals & objectives, including performance reviews
- Provide technical expertise in data analysis and metric definition in order to make recommendations that drive meaningful business outcomes
- Analyze a variety of information in order to drive strategic product operations and customer experience
- Create a positive, fun, and motivating environment to enhance employee performance and customer satisfaction
- Lead implementation of strategic initiatives that have a global outlook
- Build a strong internal & external pipeline of talent for current and future needs
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What are we looking for?
- Engineering Degree (Computer Science/IT) / MCA with 12-15 years of prior work experience in SaaS or Enterprise Support platform
- Ready to work in shifts as per requirements of the company
- Prior experience of handling a Customer support team
Measures of Success:
- Customer Satisfaction CSAT Score/ Periodic Feedback from customers
- First-time resolution rate
- Adherence to support SLAs
- Quality of response
Who will you report to: VP - Global Support
Who will report to you: Customer Support Managers
Key Competencies:
Technical/ Functional:
- Analytical & Problem Solving Skills
- Strong on the products that the incumbent’s team has supported in the past
- Understanding of SaaS or Enterprise Customer Support
- Strong on Analytics and good understanding of statistics
- Good in making presentations
Behavioural Competencies:
- Has a clear and well-structured thought process and communicates effectively
- Listens actively, responsive, accepts feedback graciously
- Takes ownership of customer problem
- Objection handling and managing customer escalation
- Gives feedback to Managers
- Strong Customer Focus
- Self Starter/ Motivated
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CLICK HERE TO APPLY CleverTap Off Campus Hiring Associate Director - Customer Support
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