Associate Director - Customer Solutions

CleverTap
Gurugram
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 8+ yearsSkills: ["Coaching","Mentoring","Structured performance management","Cross-functional collaboration","Communication"]

Lead and scale a customer solutions organization spanning onboarding/implementation managers, Technical Account Managers (TAMs), and solution engineers. Own customer lifecycle excellence from pre-sales through onboarding and long-term success, driving customer satisfaction, time-to-value improvements, and measurable revenue outcomes. Standardize onboarding playbooks, monitor technical health and platform audits, serve as escalation support for critical issues, and partner with Sales to improve demo quality and win rates.

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FursaFursa
CleverTap
CleverTap
1 week ago

Associate Director - Customer Solutions

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead and scale a customer solutions organization spanning onboarding/implementation managers, Technical Account Managers (TAMs), and solution engineers. Own customer lifecycle excellence from pre-sales through onboarding and long-term success, driving customer satisfaction, time-to-value improvements, and measurable revenue outcomes. Standardize onboarding playbooks, monitor technical health and platform audits, serve as escalation support for critical issues, and partner with Sales to improve demo quality and win rates.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Define team goals, KPIs, and operating frameworks aligned to business objectives.
  • •Build a high-performance culture through coaching, mentoring, and structured performance management.
  • •Drive cross-functional collaboration with Sales, Product, and Customer Success leadership.
  • •Improve time-to-value (TTV) and customer satisfaction (CSAT) while standardizing onboarding processes and implementation frameworks.
  • •Monitor and improve key metrics including technical health, platform audits, product adoption, and act as an escalation point for critical customer issues.

Key Requirements

  • •8+ years in technical support, technical account management, or technical onboarding roles.
  • •Experience leading or managing a team (leadership/team management preferred).
  • •Excellent written and verbal communication, translating complex technical ideas for non-technical stakeholders.
  • •Ability to work internally to drive workable solutions for clients.
  • •Experience with mobile development (Android, iOS, or React Native) and web development.
Experience:8+ yearsB2B SaaSMobileAPIWeb-based technologies
Skills:CoachingMentoringStructured performance managementCross-functional collaborationCommunication
Tech Stack:AndroidIOSReact NativeWeb developmentAPI

Company Brief

CleverTap
Provides a customer engagement and retention platform that helps businesses analyze user behavior, run personalized campaigns, and optimize mobile and web experiences across the customer lifecycle.
Industry: SaaS
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Mountain View, United States
Founded: 2013
WebsiteLinkedIn