Customer Success Executive

1. Customer Support & Issue Resolution
Deliver timely, high-quality customer support via live chat, phone, and email, targeting a 1-minute first response time.
Troubleshoot customer and technical issues, recommend best practices, and escalate complex cases when needed.
Maintain accurate records of customer interactions and ensure timely follow-up.
Monitor service quality and ensure compliance with Customer Success standards and SLAs.
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.
Coordinate with Sales, Product, and other teams to ensure a seamless transition from trial to paid customers.
3. Customer Training & Product Adoption
Deliver virtual or on-site training tailored to different customer groups.
Monitor product usage and proactively support customers with low engagement.
Develop and maintain training materials, FAQs, user guides, and knowledge base resources to drive product adoption and self-service.
4. Customer Relationship & Account Management
Build strong, long-term customer relationships by understanding customer needs and helping them maximize the value of Better HR.
Conduct regular business reviews, gather feedback, and resolve customer concerns.
Serve as the primary point of contact for key accounts.
Identify upsell and cross-sell opportunities while supporting customer retention and account growth.
5. Customer Feedback & Continuous Improvement
Collect and analyze customer feedback and support trends to identify improvement opportunities.
Collaborate with Product and other teams to improve the platform and overall customer experience.
Contribute to Customer Success playbooks, SOPs, knowledge bases, and best practice sharing.