Customer Success Executive

Mô tả công việc:
(Mức lương: Thỏa thuận)
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.
Chức vụ: Nhân Viên/Chuyên Viên
Hình thức làm việc: Toàn thời gian
Quyền lợi được hưởng:
Competitive salary package (Negotiable)
Attractive performance-based incentives
100% salary during probation
Lunch and phone allowances
Company-provided work equipment (Laptop, SIM Card)
12 annual leave days/year & Paid sick leave
Full Social, Health & Unemployment Insurance.
Hands-on training in B2B SaaS Customer Success.
Collaborate with a young, international team in a dynamic, fast-paced technology environment.
Yêu cầu bằng cấp (tối thiểu): Đại Học
Yêu cầu công việc:
Bachelor's degree in Business Administration, Human Resources, or related.
2-4 year of experience in Customer Success/ Customer Support/ Customer Service (B2B, SaaS, or related industries highly preferred)
Good Vietnamese & English communication skills
Tech-savvy with a strong interest in HR technology and SaaS products.
Strong presentation, interpersonal, and stakeholder management skills.
Customer-first mindset with excellent problem-solving skills and a high sense of ownership.
Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment.
Yêu cầu giới tính: Nam/Nữ
Ngành nghề: Dịch Vụ Khách Hàng,Quản Lý Thành Công Khách Hàng,Trải Nghiệm Khách Hàng
Đại Học
2 - 3 năm