Job Description: Solutions Expert

About Fello:

Fello is not just reshaping the real estate industry; we're revolutionizing it. With our innovative, high-tech tools, we empower agents and teams to excel in a rapidly changing market. As a VC-backed startup already witnessing tremendous growth, Fello offers an exciting opportunity for forward-thinking individuals to be part of our success story. If you are passionate about leveraging data and insights to drive product innovation and enhance user experiences, we are eager to have you on our team!

About the Role:

In this pivotal role, you will be client facing and your responsibilities will include understanding the clients requirements, seek clarifications, configure the system to meet the customers requirements, test and handover to Customer Success. This role will also involve providing support to our 1000+ customers on rotation.

Location: This is a fully remote role, offering you the freedom to work from anywhere in India.

Your Responsibilities:

• Onboarding:

• Client facing role.

• Educate and coach the client on Fello portal and its features during the onboarding journey.

• Engage the client by asking the right questions to better understand the requirements.

• Do all technical configurations required to integrate Fello with various client systems.

• Test all integrations with CRM, Website, Email domain as part of Onboarding.

• Collaborate with Sales and Customer Success to ensure a smooth closure of the onboarding process.

• Recommend innovations to improve, fast track and fool proof CRM integrations with templatizing zaps and syncs.

• Collaborate with support groups of various 3rd parties to ensure onboarding is as seamless as possible.

• Contribute to documentation and build the team playbook.

• Recommend and implement best practices to help fast track the onboarding cycle.

• Support:

• Manage the support queue on rotation.

• Maintain the ‘1st Response Time’ & ‘Time to Close’ as per SLAs defined.

• Collaboration with Sales and Customer Success:

• Coordinate with Sales and Customer Success for fast tracing onboarding and delivering value to the client.

• Address customer inquiries and issues, prioritizing customer satisfaction.

What We're Looking For:

• Bachelor’s degree in Computer Science or similar.

• Excellent communication, teamwork and problem solving skills.

• Proven multitasking ability in a dynamic environment.

• 2-3 years of experience in Consulting, Pre Sales, Solutioning, Implementation or Delivery roles.

• Ability to work effectively with stakeholders at all levels of the organization.

• Strong analytical skills, adept at data analysis, and experienced in generating insightful reports.

• Proven ability in evaluating new tools and technologies for system integration.

• Have experience prioritizing customer requests with a sense of urgency, with focus on Response Time and Resolution Time and ensuring the queue is always under control

• Strong project management and organizational skills.

Our Benefits

• Competitive compensation package.

• Flexible Paid Time Off (PTO).

• Comprehensive health benefits.

Join Our Team:

Embrace the opportunity to drive change and innovation. Here, your product management skills will directly influence the success of our products and user satisfaction. Apply now, and let’s innovate together!