Customer Success Executive

1. Customer Support & Issue Resolution
Deliver timely, high-quality support via live chat, phone, and email, targeting a 1 minute first response time.
Troubleshoot technical issues, recommend best practices, and escalate complex cases when needed.
Maintain accurate records of customer interactions in the ticketing system.
2. Onboarding & Implementation
Guide new customers through onboarding and ensure a smooth implementation of the Better HR platform.
Conduct platform walkthroughs covering key features such as attendance, payroll, and leave management.
Collaborate with Sales, Product, and other teams to ensure a seamless transition from trial to paid customers.
3. Training & Product Adoption
Monitor product usage and proactively support customers with low engagement.
Deliver virtual or on-site training tailored to different user groups.
Create and maintain training materials, FAQs, and user guides to drive product adoption and self-service.
4. Customer Relationship Management
Build strong relationships by understanding customer goals and helping them maximize the value of Better HR.
Conduct regular business reviews, gather feedback, resolve concerns, and identify upsell or cross-sell opportunities.
Serve as the primary point of contact for key accounts.
5. Customer Feedback & Continuous Improvement
Collect customer feedback and collaborate with the Product team to improve the platform.
Analyze support trends to enhance customer experience and reduce recurring issues.
Contribute to the Customer Success knowledge based on sharing best practices.