Selvin Nadar

• Build strong relationships with customers, serving as their primary point of contact during the onboarding phase.
• Address and resolve any questions or issues that arise during the onboarding process in a timely and professional manner.
• Monitor customer progress and engagement, providing guidance and support to ensure successful adoption of the platform.
• Create and maintain comprehensive onboarding materials, including user guides, training videos, and FAQs.
• Address and resolve any questions or issues that arise during the onboarding process in a timely and professional manner.
• Monitor customer progress and engagement, providing guidance and support to ensure successful adoption of the platform.
  

• Lead the end-to-end onboarding process for new customers, ensuring a seamless transition from the sales team.
• Conduct initial training sessions and product demos to familiarize customers with our SaaS solution.
• Build strong relationships with customers, serving as their primary point of contact during the onboarding phase.
• Transition customers from onboarding to the Customer Success team, ensuring a smooth handoff and continued support.
• Analyze onboarding metrics and customer feedback to measure the effectiveness of onboarding strategies and make data-driven recommendations.
• Develop and deliver training workshops and webinars to educate customers on product features and best practices.
• Work closely with the sales, product, and customer support teams to ensure alignment and continuity throughout the customer journey.
• Assist in the development of strategies to improve customer retention and drive long-term success

• Responsible for handling queries and issues from top clients such as Paytm, Zee, Sony, MxPlayer, Jio, PharmEasy, Bolt, Meesho, etc. at CleverTap.
• Managed integration and onboarding of service providers like Sendgrid, Twilio, Karix, Gupshup, and others to ensure seamless engagement with end users.
• Acted as a technical advisor on calls between service providers and customers to ensure accurate tracking metrics (delivered, clicked, viewed, etc.) alignment between CleverTap and provider platforms.
• Served as the subject matter expert (SME) for WhatsApp within the team, handling integration and discrepancy queries.
• Assisted L1 support team members in resolving queries from non-top clients of CleverTap.
• Educated L1 support team members to enhance their product knowledge and bridge any understanding gaps identified by the Product Team.
• Conducted training sessions for new joiners and regular trainings for junior engineers to improve their skills and understanding of the product.

• Debugged SDKs on Web, Android, and iOS platforms using tools like Browserstack, Charles Proxy, and other networking utilities.
• Utilized MySQL extensively for bulk operations (Delete/Insert/Update) on database records crucial for product functionalities.
• Conducted daily analysis using Google Analytics to address and resolve discrepancies in reports.
• Resolved HTML/CSS issues impacting publisher site UI through troubleshooting and fixing.
• Implemented backend hooks and JavaScript to customize SDK functionalities as per client-specific requirements.
• Possessed comprehensive end-to-end knowledge of all company products.

• Managed support queries and ensured prompt communication with customers regarding critical issues.
• Mentored L1 support personnel to enhance their understanding of the product and business processes, guiding them in debugging critical issues effectively.
• Accountable for escalating issues to the tech team and ensuring timely resolution based on JIRA ticket priorities and issue severity.
• Created comprehensive documentation on client FAQs and debugging procedures to empower L1 support and new joiners.

Technical Expertise:

• Proficient in REST API, assisting customers in integrating SMS, WhatsApp, and email channels using WebEngage.
• Executed SQL queries, including Google BigQuery, to fulfill custom report requests and integrate BigQuery on client systems for self-service data access.
• Possess basic knowledge of Android/iOS app functionalities with our SDK, facilitating effective debugging by obtaining relevant client data and APKs.
• Skilled in HTML, CSS. Javascript for implementing notifications on client websites through our product.
• Capable of personalizing notification content for end users using Nunjucks templating language.
• Served as the technical point of contact for support for prominent clients such as Junglee Games, Goibibo, Shaw Academy, FirstCry, etc.
• Improved customer satisfaction by providing timely and efficient technical support.

• Provide initial support to advertising clients using Zedo, an Online Advertising Tool.
• Maintain close relationships with 100-200 clients, ensuring their requests are handled professionally and courteously to deliver exceptional customer support.
• Skillfully assist customers, gathering necessary data to conduct thorough investigations and pinpoint root causes of issues.

• Conduct quality checks on client websites such as Thomson Reuters.
• Log identified bugs in JIRA for developers to address and resolve promptly.
• Develop test cases to verify the accuracy of bug fixes and ensure changes are successfully implemented on the live website.