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