Position Details
Role: Customer Success Executive
Location: Pune/ Bangalore
Job Type: Full-time, Work from Office
Experience: 2–3 years
Key Responsibilities
Customer Onboarding and Engagement
- Assist the Customer Success Manager in onboarding new clients, ensuring seamless adoption and integration of the product.
- Conduct comprehensive product training sessions to help customers maximize the value of the platform.
- Serve as the customers’ first point of contact, acting as their advocate and champion.
Customer Support and Issue Resolution
- Respond promptly to customer queries, provide resolutions, and offer expert guidance.
- Coordinate with the backend team to report and resolve product-level bugs.
- Use remote support software like Anydesk or TeamViewer for troubleshooting.
- Handle escalations effectively through client meetings, adhering to established escalation metrics.
System and Process Management
- Manage and maintain CRM tools to ensure accurate customer records.
- Create and track tickets in Azure DevOps for bug fixes and feature requests.
- Raise integration requests with real estate portals and social media platforms.
Customer Satisfaction and Retention
- Monitor customer health through metrics and assessments, ensuring high-quality engagement at every stage.
- Collect CSAT (Customer Satisfaction) scores and feedback consistently to improve service delivery.
- Maintain First Response Time (FRT) standards in WhatsApp Business groups and other communication channels.
Revenue Growth and Community Building
- Identify opportunities for growth and relay insights to the sales team.
- Collect referrals from existing clients to boost revenue and expand the customer base.
- Actively contribute to building a strong, engaged customer community.
Team Collaboration and Training
- Train new sales team members on the product, processes, and best practices.
- Collaborate closely with internal teams to ensure alignment and successful customer outcomes.
Requirements
- Strong knowledge of remote support tools like Anydesk and TeamViewer.
- Familiarity with ticketing tools and processes, including Azure DevOps.
- Excellent interpersonal and communication skills for client interaction and escalation handling.
- Experience in coordinating with backend teams and managing integrations with third-party platforms.
- Proven ability to manage customer relationships, collect feedback, and drive customer satisfaction.
Why Join Us?
- Be part of one of the fastest-growing companies in the real estate tech domain globally.
- Join a team that has achieved extraordinary milestones in a short span.
- Contribute to an ambitious global expansion plan, including two new countries and five more Indian cities this year.
- Work on cutting-edge solutions that are transforming how businesses operate in the real estate industry.
At Leadrat, we’re building a culture of innovation and collaboration, where your efforts directly contribute to shaping our growth story. Apply now and take the next big step in your care
