Tuyển dụng Customer Success Executive tại Hồ Chí Minh

- 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.
Yêu cầu công việc
- Bachelor's degree in business administration, human resources, or related.
- 1–3 years of experience in customer success or related (B2B, SaaS, education, 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.
Quyền lợi được hưởng
- Competitive salary package (Negotiable).
- Attractive performance-based incentives.
- 100% salary during probation.
- Lunch and phone allowances; free parking.
- Company-provided work equipment (Laptop, SIM Card).
- 12 annual leave days; Paid sick leave.
- Full Social, Health & Unemployment Insurance according to regulations.
- Hands-on training in B2B SaaS Customer Success.
- Collaborate with a young, international team in a dynamic, fast-paced technology environment.