About the role
Associate Director - Customer Solutions - CleverTap Associate Director - Customer Solutions Job type: Full Time · Department: Customer Solutions · Work type: On-Site Gurugram, Haryana, India Job details Application form
About
the Role: The Associate Director - Solutions will lead and scale a multi-functional solutions organization comprising Onboarding/Implementation Managers, Technical Account Managers (TAMs), and Solution Engineers. This role is responsible for driving customer lifecycle excellence, from pre-sales to onboarding to long-term success while ensuring strong business outcomes, customer satisfaction, and revenue growth. What will you do : Define team goals, KPIs, and operating frameworks aligned with 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 Drive improvements in Time-to-Value (TTV) and Customer Satisfaction (CSAT). Standardize onboarding processes, playbooks, and implementation frameworks. Monitor and improve key metrics such as technical health, platform audits, and product adoption. Act as an escalation point for critical customer issues. Partner with Sales to support new business acquisition through Solution Engineers. Improve win rates by enhancing demo quality, solution design, and technical storytelling. What are we looking for ? Must Have: 8+ years of experience in Technical Support/Technical Account management/Technical Onboarding role Prior experience in a leadership or team management role is a plus Excellent communication (written and verbal skills), able to take complex technical ideas and translate them to non-technical stakeholders to achieve the desired outcome Work internally to drive teams in order to create workable solutions for the client Experience with mobile development - any of the following Android, iOS, React Native-Experience with web development Good to Have: Experience in a customer-facing role involving technical problem solving, product implementation, technical support in B2B SaaS, Mobile, API, or Web-based technologies Experience with App/Web development Measures of Success: Platform audits and health checks Product adoption - breadth and depth Onboarding TTV and CSAT Demo to Deal conversion ratio and new deals closed Customer retention, expansion revenue, and team productivity Who will you report to: Director - Customer Solutions
