Location
Mumbai | India
Job description
About the Role:
As an Email Success Specialist you will be responsible for ensuring the successful onboarding of email customers by achieving their Use cases/KPIs.
Customer retention by helping brands with email best practices and recommendations, strategise the email program to improve their ROI/performance leading to contract renewal.
What will you do:
- Role will have a combination of superb customer interaction abilities and solving complex technical issues
- Build, manage and help with the onboarding process of new customers who want to use email through CleverTap
- Strategize and educate the existing email customers with best practices and recommendations
- Proactive monitoring of client's email performance and timely inputs to ensure better inbox placement
- Consult with the clients on creatives and email marketing techniques, performance metrics (opens, clicks, bounces, spam complaints)
- Analyze and solve customer reported issues on email deliverability
- Train internal team members i.e. Customer Success Manager / Technical Account Managers regarding email best practices/setup
- Meeting customers as a periodical review or to resolve the email deliverability issues
- Manage and report email lifecycle updates
- Help customers with Warming Up their IP/Domains
- Run a quality check on infra to ensure that everything is smooth & updated
- Enforce Email standards like SPF, DKIM and DMARC for all new or existing customers
- Assist customers to implement AMP, BIMI and Google Annotations
- Be up to date with global email trends, and help implement them within internally and externally
- Tracking and correcting DNSBL listings and other ISP blocks
- Designing and running tests on Email Deliverability
- Documentation and blog writing for email related topics
- Can also manage individual top project priorities and deadlines
- And can take a First principles approach to problem-solving
What are we looking for
Must have:
- Well versed skills on email deliverability concepts
- Hands on experience on smooth customer onboarding and email volume warmup for a seamless customer experience
- Knowledge of Web technologies (DNS); Email Authentication (DKIM, SPF, DMARC)
- Ability to implement AMP, BIMI and Google Annotations
- Solve email deliverability related issues
- Work on ROI/Performance improvement projects
- Behavioural: Cross team collaboration, interest in problem solving, communication
Good to have:
Experience with enterprise email marketing platforms - Sendgrid, Mailgun, Netcore etc.
Email Scripting knowledge - HTML/CSS/JS.
Measures of success:
CSAT score.
Customer retention success rate.
Email Warmup not exceeding the average TTV.
Target to achieve KPIs/Use Cases of new onboards.
Who will you report to: Associate Director Customer Success.
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
- Be a part of a global category creator - hyper growth B2B SaaS startup
- Work in a fast-paced, dynamic environment where your contribution matters
- 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
- You are passionate about experience technology and its impact on enabling growth
- Innovate at scale, with learning opportunities and having fun along the way!
About the Function:
Customer Success at CleverTap is a relationship-focused client management team, comprising tech experts, solution architects, and delivery managers that align customer goals for beneficial outcomes. Customer success at CleverTap focuses on ensuring customers achieve their desired outcomes while using CleverTap products. The key performance indicator of our effective and efficient Customer Success strategy is typically decreased customer churn and increased up-sell opportunities. The goal of the Customer Success team is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for the company. The key sub-functions of CleverTap's CS team are the technical and knowledge enablement of customers, identifying growth opportunities for customers, and forecasting the churn risk.
We are a team of Growth Pilots where everyone works together towards a common objective:
P : Act with First Principles
I : Take Initiative
L : Seek to Learn
O : Take Ownership of Outcomes
T : Help Achieve Together
S : Speak up then Commit
About CleverTap:
CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement.
The platform is powered by TesseractDB™ – the world's first purpose-built database for customer engagement, offering both speed and economies of scale.
CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John's, and Tesco.
Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in Mountain View, California, with presence in San Francisco, New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, and Jakarta.
For more information, visit clevertap.com or follow us on LinkedIn and X.
If you think you'd be a good fit for this role, we'd love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!
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