Customer Support Specialist

About Houzeo:

Houzeo is an online platform that lets homeowners sell their property by circumventing any traditional intermediaries. The platform enables users to create property listings & upload them to various portals, connect with local real estate professionals, use the provided dashboard to obtain a property valuation, compare the value with other properties, avail market analysis reports, fill federal/state disclosures electronically, connect with attorneys/escrow companies, and more. The company earns revenue by offering various monthly packages.

Houzeo is based in Manhattan, New York with offices in Charlotte, North Carolina (US) and Mumbai, India. Our founder is a finance, real estate, and technology veteran with an ivy-league MBA. We were showcased at the TechCrunch Disrupt Startup Battlefield in New York City. The startup is already profitable and experiencing double-digit month-over-month growth. As we are building our brand, we are growing tremendously and launching new products to enhance customer experience and highlight partner services.

We're scaling rapidly and this in turn has created an opportunity for us to expand our services onboard Customer Success Associates.

Website: https://www.houzeo.com

Headquarters: Manhattan, New York

Location: Thane, Mumbai.

Designation: Customer Success Associate

Experience: 3 Years and above

Job Description

As a member of the team, you will be responsible for the more complex, large, or high-potential customers where we may be facing bigger challenges in order to ensure the highest level of customer satisfaction. You will also be responsible for mentoring and managing senior customer success team members.

Responsibilities:

1. Managing the customer relationship through a customer success team

2. You will own the commercial relationship (revenue retention and an appropriate growth expectation) with several customers, opportunities for value-add that are being identified, and a clear and speedy issue resolution.

3. You'll identify ways to add value to your customers above and beyond our contracted interactions.

4. You'll share those ideas with your peers to ensure that we are maximizing value for all of our customers.

5. You should expect to spend lots of time with your customers for overall growth and expectations.

6. You will be allocated key/major customers, or those with whom we have significant future potential to make sure that we get major business opportunities by collaborating with them

7. You'll ensure that the benefits of measurement are effective and in place in line with methodologies set by the head of customer success.

8. You will be mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they, in turn, become Senior

Qualifications:

1. Previously had direct ownership of the relationship with your customers and been responsible for ensuring they are satisfied with the service provided; you'll be able to talk through lots of examples of difficult situations with customers that you were instrumental in resolving ensuring customer satisfaction and retention.

2. Have a good accent and exposure to international clients specifically in the US

3. A good understanding of managed services and project delivery.

4. Ideally, experience working with customers of all sizes and a mix of sectors.

5. Proven and demonstrated ability to build great relationships with customers leading to growth in those accounts and those customers acting as references and advocates for you with their peers.

6. Experience in managing and meeting commercial targets.

Requirements:

1.Adaptable: able to change tact or approach to ever-changing circumstances with a proven ability to prioritize and plan

2.An influencer: you will drive behaviours and results in others at all levels and across the organization regardless of reporting lines behind our customer advocacy approach.

3.Commercially focused: you understand the nuances of revenue retention and growth, without compromising our margins.

4.Collaborative: you don't operate in silos; you break them down and make connections. Empire-building is not your thing.

5.A Listener: You listen to your customers and to the people working with those customers, and you should always look out for opportunities to enhance the experience of your customers or for ways to help them.

6.Creative: You'll be flexible in your thinking, something following the right process is the answer, and sometimes there just isn't a process for the scenario.

7.Empathy: You can see the customer's perspective and one's own perspective, and find the middle ground.

8.Challenging: Sometimes the customer is right, and sometimes they are not, and you can spot the difference.

9.Troubleshooting ability: You must have the ability to adopt a systematic approach toward identifying and then solving a problem.