QUALIFICATIONS AND JOB DESCRIPTION

Company:

Inomera Research is an innovative R&D and Software company operating in Bogazici University Teknopark. Founded in 2008, Inomera has always worked with clients that are the best of their field: Turkcell, Vodafone, Turk Telekom, Starbucks, Migros, LCWaikiki, Flo, N11, Morhipo, Lacoste are just to name a few. We have developed various projects for our clients, plus with our global products such as Netmera and SIMPL, we helped our customers achieve their aggressive goals.

Our flagship product Netmera, is the leading mobile application engagement platform of Turkey. It helps large brands worldwide to increase their mobile users’ loyalty and mobile revenues. Netmera offers a set of tools and features to analyze & target mobile app and web users and send them media-rich creative campaigns and give detailed reports on campaign success. Our customers include all Telecom operators (Turkcell, Vodafone, Turk Telekom), leading e-commerce & retail companies such as Starbucks, Migros, Morhipo, N11, 1V1Y, Modanisa, ModaCruz, Decathlon, Flo and others, media companies such as Habertürk, Fanatik, Posta, SporX, PuhuTV, finance institutions such as Akbank, Aktifbank, Gedik Yatırım and many more. Netmera has offices in Istanbul, London and Dubai.

We are looking for a Support & Success Operation Intern to grow in our Support & Success Team in Istanbul-Dudullu.

Skills Required:

• Intermediate understanding of iOS and Android development environment and APIs.
• Strong empathy for customers AND passion for success 
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication skills
• General information about Omnichannel platforms

İŞ TANIMI

Job Description:

• Support & Success Operation Intern  is responsible for customer support and success.  His/her job is to work closely with customers to ensure customers are satisfied with the services they receive and to improve upon areas of dissatisfaction.
   
  This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) 
  Expectations & Tasks
• Customer onboarding & setup
  1. Understand customer’s digital strategy and key performance indicators
  2. Analyze mobile apps, web channel and backend systems
  3. Help customers in preparing engagement scenarios
  4. Build integration map and share sample codes
  5. Answer developer questions about integration
  6. Ensure integration checklist is reviewed and integration is complete
  7. Check settings
• Analyze market trends and build customer data analysis reports for benchmarking:
  1. Build app analytics reports for ecommerce, telco, loyalty, finance and media by analyzing Netmera big data repository
  2. Build message result reports for ecommerce, telco, loyalty, finance and media thru Netmera data
  3. Research global mobile app and message benchmarks
  4. Prepare customer score cards that compare customer results with sector results and measure each customer’s success
• Customer adoption, retention and advocacy
  1. Run monthly “Customer success meetings” with key accounts
  2. Ensure customers know & understand each feature and take necessary steps to use them.
  3. Own and support customer needs and problems
  4. Develop a continuous relationship with key stake holders.
• Analyze customer needs through customer tickets and provide insight data for Netmera roadmap

Technical training on our platform will be supplied. For Android and iOS only technical candidates, we will help them to master second platform.