Sr. Client Success Engineer

SF

Clicktale provides the world’s leading brands with deep and actionable customer behavior insights to improve their customer’s digital lives. Clicktale reveals consumer behavior, needs and intent. Clicktale’s powerful customer experience management platform does what other marketing and analytics solutions can’t, enabling the world’s leading brands to know every customer; transform data into meaning and deliver significant business value by quickly identifying, prioritizing and removing friction points in the digital customer journey, and finding new ways to make each customer successful. 

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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