Customer Success Executive

We are hiring for our client - Leadrat.

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.

Skills: issue resolution,interpersonal skills,ticketing systems,customer onboarding,customer engagement,product training,diagnose,customer satisfaction,chat,relationship management,collaboration,remote support tools,communication skills,crm management,customer support,escalations management,customer success management,azure devops,customer escalation management