Customer Success Executive
greytHR
Bengaluru, Karnataka, India1h agovia LinkedIn
Key Responsibilities
- Ensure clients maximize value from the SaaS HR Tech platform, driving adoption, satisfaction, and retention for customer accounts.
- Manage adoption & engagement, build relationships, and address customer needs proactively, collaborating with Support and Sales teams.
- Serve as the primary point of contact to customers, addressing day-to-day inquiries and ensuring seamless communication.
- Monitor account health and implement corrective actions in collaboration with other CS subfunctions, such as support and product teams, to maintain customer satisfaction.
- Collaborate with Sales, Support, and Product teams to resolve customer issues and ensure alignment with customer needs.
- Conduct pre-handover sync with the implementation team to align on customer goals and setup.
- Schedule and deliver admin training on greytHR products to customers.
- Enable product feature adoption for customers.
- Review & analyze weekly module usage for customer accounts.
- Proactive/Reactive monitoring of early warning signals to engage users.
- Escalate setup issues to keep the account green.
- Initiate action based on the NPS/CSAT feedback received from the client.
- Track product usage monthly to quantify expected adoption for accounts.
- Share success tips, best practices with clients.
- Review & action weekly engagement reports for health tracking.
Requirements & Tech Stack
- Customer Relationship Management:
- Customer adoption & engagement
- Relationship Building
- Managing Escalations
- Renewals & Retention
- Customer Feedback Collection
- Product & Industry Knowledge:
- SaaS Product Knowledge
- Product Adoption Strategies
- Feature Utilisation Optimisation
- Pricing Model Knowledge
- Customer Success Strategy:
- Customer Retention Fundamentals
- Customer Health Scoring
- Adoption & Usage Monitoring
- Proactive Check-Ins
- Digital & Technical Skills:
- CRM Systems
- Data Analytics & Reporting
- Customer Portal Management
- Product Adoption Tracking
- Soft Skills:
- Active Listening
- Empathy in Customer Interactions
- Verbal Communication
- Time Management
- Data-Driven CS:
- Data Literacy
- Customer Health Scoring
- Product Usage Analytics
- Customer Feedback Analytics