Client Success Manager

About the company

Strata is a tech-enabled real estate investment platform that pioneered fractional investing in pre-leased, Grade-A commercial properties such as office spaces, warehouses, and industrial assets. With over 1,700 crore in assets under management (AUM) and a strong community of 3,500 investors, Strata is Indias leading platform for fractional ownership in commercial real estate. Over the past two years, it has successfully provided investor exits exceeding 100 crore. By sourcing high-quality commercial assets and offering them through a seamless online platform, Strata has democratized access to commercial real estate (CRE) investments while bringing transparency and simplicity through its data-driven asset selection process and single-window execution.

About the role:-

• To contribute to overall client service and operations department efforts in achieving business goals
• To ensure internal straight through processes and procedures are adhered to for smooth transaction of business
• To assist our clients/partners at all levels for all their queries, resolutions and complaints

Responsibilities:-

• To ensure quick resolution of customer/partner queries within SLAs
• Drive process improvement to reduce dependency and reduce complaints from all stakeholders
• To coordinate and liaise across departments for quick resolutions and increase customer delight
• Deliver extraordinary service on in a structured customer care environment by adopting a Customer First mindset
• Address general and account-specific customer inquiries in a timely manner
• Provide clear and concise information and updating customer account information, as needed
• Working with Investment Team and other internal teams to resolve investor queries and onboarding
• Build sustainable and continuous relationships with clients
• Show initiative and drive when dealing with client requests
• Developing & strengthening customer relationships with investors. Assisting in repeat sales
• Following up with clients and facilitation of fund raising/drawdown activities
• Provide regular account statements to clients/channel partners
• Manage/assist in any day-to-day query regarding existing/new opportunities investment and post investment

Requirements:

• 6+ years experience with client servicing teams in finance domain (Banks/NBFC/Credit cards/Fintech/Real Estate)
• Strong written and verbal communication
• A passion for building customer loyalty through exceptional listening and resourcefulness
• Integrity to manage sensitive investor information
• Strong knowledge on PPT and Excel
• Should be a team player
• Able to work under pressure
• Strong interpersonal skills