Sr. Client Success Engineer

SF

Clicktale taps into the wisdom and behavior of millions of visitors so that businesses can deliver the best digital experiences to drive amazing business results. By synthesizing complex behavioral patterns based on millisecond-level actions such as hovers and scrolls, we enable businesses to interpret their customers’ digital body language and understand intent. The pioneer in Experience Analytics, Clicktale marries cognitive computing, machine learning and psychological research to automatically surface issues and answer questions that keep executives up at night. With unique behavioral data, clear visualizations, and world-class customer experience expertise, Clicktale is driving the “Experience Era” at the world’s leading brands. Clicktale’s global customer base includes Walmart, Microsoft, Adobe, MetLife, The Royal Bank of Scotland and Avis. Clicktale. Answer anything.

Clicktale is looking for a senior-level Client Success Engineer to join our growing Client Support team and help support our customers across the globe.  

Clicktale’s Client Support Engineers are technically skilled, love working with customers, great problem solvers, creative thinkers and have the desire to analyze the web and mobile world around them. You will have the opportunity to interface with our key clients, Implementation Teams, Production Operations, Product Management, etc. to work on exciting and complex client and production inquiries. This position offers a great opportunity for an individual to grow their career within the growing Client Support team. 

If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical skills, we want to meet you. Help us light up the digital world for our customers! 

Responsibilities

  • Triage and handle production issues and requests from Clicktale customers, while working with Clicktale’s Project Managers, Account Managers, Consultants and Sales Engineers. 
  • Gather and analyze information, evaluate impacts, resolve or escalate issues as needed 
  • Manage client and internal expectations around resolutions and timelines 
  • Ensure support service level agreements (SLAs) are managed and met  
  • Work on special projects to help improve processes, documentation, and overall client experience 
  • Deliver in-person training sessions and webinars about Clicktale’s products for internal personnel 
  • Flexibility to participate in a rotational on-call schedule 
  • Act as a client-facing subject matter expert 
  • Able to travel up to 15% 

Responsibilities: 

  • Triage and handle production issues and requests from Clicktale customers, while working with Clicktale’s Project Managers, Account Managers, Consultants and Sales Engineers. 
  • Gather and analyze information, evaluate impacts, resolve or escalate issues as needed 
  • Manage client and internal expectations around resolutions and timelines 
  • Ensure support service level agreements (SLAs) are managed and met  
  • Work on special projects to help improve processes, documentation, and overall client experience 
  • Deliver in-person training sessions and webinars about Clicktale’s products for internal personnel 
  • Flexibility to participate in a rotational on-call schedule 
  • Act as a client-facing subject matter expert 
  • Able to travel up to 15%

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