Associate Director - Customer Solutions

Neara; Gurugram District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

CleverTap in Gurugram, India is seeking an Associate Director - Customer Solutions to lead a multi-functional team of Onboarding Managers, TAMs, and Solution Engineers, driving customer lifecycle excellence from pre-sales to onboarding and long-term success. This role reports to the Director - Customer Solutions and will require strong strategic and operational leadership.

You will partner with Sales, Product, and Customer Success to optimize Time-to-Value, CSAT, and revenue growth while

Qualifications

• 8+ years of experience in Technical Support/Technical Account management/Technical Onboarding roles.
• Leadership or team management experience is a plus.
• Excellent communication to translate complex technical ideas for non-technical stakeholders.

Responsibilities

• Define team goals, KPIs, and operating frameworks.
• Coach and mentor to build a high-performance culture.
• Collaborate with Sales, Product, and Customer Success leadership.
• Improve Time-to-Value (TTV) and Customer Satisfaction (CSAT).
• Standardize onboarding processes, playbooks, and implementation frameworks.
• Monitor platform health, audits, and product adoption metrics.
• Serve as escalation point for critical customer issues.
• Partner with Sales to support new business via Solution Engineers.
• Improve win rates through demos, solution design, and technical storytelling.

Skills

Technical leadership

Stakeholder communication

Cross-functional collaboration

Onboarding/Implementation

Mobile development knowledge

Job description

Associate Director - Customer Solutions

Job type: Full Time · Department: Customer Solutions · Work type: On-Site

Gurugram, Haryana, India

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

Why join us:

• Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.

• You are passionate about technology and its impact on the high-growth mobile technology space

• Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.

• Flourish in an Environment that Nurtures Growth and Curiosity

Learn More:

Get to know us better before you apply!

Check out our product documentation, engineering blog, and customer stories to see how we work and what we value.

• CleverAI

• CleverTap Developer Documentation

• Blogs

• TesseractDB™

• CleverTap Product Demo

About CleverTap:

CleverTap is the world’s leading AI-first, all-in-one customer engagement and retention platform, redefining how brands build lasting customer relationships in the Agentic era. Powered by its proprietary CleverAI™ Decisioning Engine and the Agentic Universe, CleverTap enables autonomous, real-time decision-making that helps organizations deliver 1:1 individualized experiences at scale while maximizing ROI. Its unified platform brings together an AI-native Personalization Engine, automated Journey Orchestration, its proprietary Customer Data Platform – TesseractDB™, and deep customer and product analytics to power truly intelligent, self-optimizing engagement across channels including mobile, web, email, SMS, WhatsApp, and more. By seamlessly connecting data, insights, and activation, CleverTap ensures every interaction is contextual, coordinated, and conversion-driven.

Recognized as a Leader in the 2026 Gartner® Magic Quadrant™ for Personalization Engines and a Strong Performer in The Forrester Wave™, CleverTap is at the forefront of the shift from campaign-led marketing to agent-led growth. Trusted by more than 2,000 global brands including IKEA, Tesco, Burger King, Levi’s, Decathlon, Domino’s, 7‑Ellen, Jio, Grab, Carousell, and Emirates NBD, CleverTap helps businesses drive measurable growth through meaningful, autonomous customer engagement.

Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap has 600+ employees across offices in the US, Europe, the Middle East, Asia, and LATAM.

For more information, visit http://clevertap.com/clevertap.com or follow us on Linkedin and X .

Join us in shaping the future of engagement.

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.