Manager Customer Success – with HR Background

Job description
hSenidBiz is a leading HR Tech company focusing on the APAC, Africa, and Middle East regions. The Company’s roots are in Colombo, Sri Lanka, and has grown over the years with offices currently in the Philippines, Singapore, and Bangladesh. The Company’s signature “PeoplesHR” platform caters to over 1,450 public and private sector organizations in over 40 countries and is being used by over 1 Million users.

Key Responsibilities:

· Guide new customers through onboarding, helping them set up and configure the software according to their HR needs.

· Ensure customers have access to training materials and resources serve as the primary point of contact for assigned customers.

· Understand each customer’s unique requirements, business goals, and challenges.

· Proactively identify opportunities to upsell or cross-sell additional features or services.

· Provide training and support to customers to ensure they are proficient in using the HR technology.

· Monitor customer usage and identify any underutilized features, offering guidance on maximizing product value. Collaborate with customers to create success plans tailored to their objectives.

· Regularly review and update these plans to ensure alignment with evolving business needs Act as a liaison between the customer and the technical support team to resolve any technical issues promptly.

· Escalate and prioritize critical issues as needed. Gather feedback from customers regarding their experience, pain points, and feature requests.

· Share customer insights with the product development team to influence product roadmaps.

· Identify satisfied customers who can serve as references or participate in case studies and testimonials.

· Encourage customers to leave positive reviews and ratings.

· Monitor subscription renewals and proactively engage with customers to secure renewals.

· Develop strategies to reduce churn and increase customer retention rates.

· Track key performance indicators (KPIs) such as customer satisfaction scores, product adoption rates, and retention rates.

· Prepare regular reports on customer success metrics for internal stakeholders.

Qualifications and Skills:

· Bachelor’s degree in a relevant field (business, HR, technology, etc.).

· Experience in HR Roles will be a definite advantage and previous experience in customer success, account management, or a related role.

· Strong understanding of HR processes and technology.

· Excellent communication and interpersonal skills. Problem-solving and conflict-resolution abilities.

· Data-driven with the ability to analyze customer data and trends.

· Proficiency in CRM software and customer success tools.

· Customer-centric mindset and a passion for delivering exceptional customer experiences.