Customer Success Executive

**About LeadRat**

**LeadRat, a flagship SaaS product of Dhinwa Solutions**, is a fast-growing CRM solution for the real estate industry. With offices in Bengaluru, Pune, Gurugram, and Dubai, we're expanding globally and looking for dynamic individuals to join our team. We're poised for exponential growth and aim to establish a presence in new countries and cities in 2025.

We are now looking for like-minded, dynamic individuals to join our journey and help scale our success to greater heights.

**Position Details-Role: Customer Success Executive**

Location: Pune

, Work from Office

Experience: 1-3 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.

Pay: ₹350,000.00 - ₹450,000.00 per year

Schedule:

- Day shift
- Morning shift

Supplemental Pay:

- Performance bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)

Work Location: In person