Position Overview:
As a Customer Success enthusiast at TeamLease HRTech, you will play a pivotal role in
ensuring our clients derive maximum value from our HRMS solutions. You will be
responsible for building strong, lasting relationships with clients, understanding their
needs, providing exceptional support to ensure overall customer satisfaction and revenue
collection.
Key Responsibilities:
1. Customer Onboarding
● Onboarding Process: Guide customers through the initial setup and implementation
process, ensuring they understand how to use the product or service effectively.
● Training and Education: Provide training sessions, resources, and support to ensure
customers are fully equipped to use the product.
● Setup Assistance: Help customers with configuring and customizing the product to meet
their needs.
2. Customer Relationship Management
● Account Management: Develop and maintain strong relationships with customers, serving
as their main point of contact.
● Customer Advocacy: Act as the voice of the customer within the organization, sharing
feedback and working to address customer concerns.
● Engagement: Regularly engage with customers to ensure satisfaction and monitor their
success with the product.
3. Customer Retention and Loyalty
● Proactive Support: Monitor customer health and usage patterns, identifying opportunities
for improvement and addressing potential issues before they escalate.
● Identify Upsell and Cross-sell Opportunities: Recognize opportunities for additional
products, services, or upgrades that could benefit the customer, and collaborate with sales
teams to drive new revenue.
● Renewal Management: Ensure customers are satisfied and successfully renew contracts or
subscriptions, contributing to overall retention.
4. Issue Resolution and Escalation
● Problem Solving: Work with customers to resolve issues or concerns they may have,
leveraging internal resources to find solutions.
● Escalation Handling: If problems cannot be solved at the executive level, escalate issues
to the appropriate departments (e.g., technical support, engineering) and follow through until
resolved.
● Customer Feedback Loop: Capture and communicate customer feedback to product,
sales, and support teams to influence product improvements.
5. Customer Success Planning
● Success Plans: Develop customized success plans based on customers’ specific goals and
KPIs, and ensure that these are regularly reviewed and updated.
● Monitor Progress: Track customer milestones, usage, and feedback to assess whether the
customer is achieving their objectives.
● Metrics and Reporting: Use metrics such as customer satisfaction (CSAT), Net Promoter
Score (NPS), and churn rate to assess and improve customer success efforts.
6. Product Adoption and Usage
● Driving Adoption: Help customers fully utilize the product’s features, ensuring that they get
the most value from it.
● Feature Education: Regularly educate customers about new features, updates, and best
practices to enhance their experience and product use.
● Customer Engagement Programs: Organize webinars, workshops, and other initiatives to
engage customers and help them maximize their use of the product.
7. Collaboration with Internal Teams
● Cross-functional Collaboration: Work closely with sales, support, product, and marketing
teams to align on customer needs and ensure a seamless experience across all customer
touchpoints.
● Internal Feedback: Relay customer insights to internal teams to help shape the product
roadmap or marketing strategies.
● Escalation Support: Collaborate with technical support teams to provide technical solutions
when necessary.
8. Customer Success Reporting and Documentation
● Track Customer Health: Maintain accurate records of customer interactions, health scores,
and ongoing projects.
● Reports and Updates: Provide regular reports to internal stakeholders on customer
satisfaction, adoption, and potential risks.
● Case Studies and Testimonials: Work with customers to develop case studies,
testimonials, or references that can be used in marketing or sales.
9. Strategic Advice and Consultation
● Consultative Approach: Provide expert advice and strategic guidance to customers,
helping them optimize their use of the product or service to achieve their business goals.
● Continuous Improvement: Stay up-to-date with industry trends and product developments
to advise customers on new best practices and innovations that could benefit their business.
10. Continuous Learning and Development
● Product Expertise: Keep up-to-date with all aspects of the product or service, including new
features, enhancements, and market trends.
● Skills Development: Continuously improve customer success skills, such as
problem-solving, relationship-building, and communication, to better support customers.
Key Skills & Competencies:
● Customer-Centric: Deep focus on customer satisfaction and long-term success.
● Communication: Strong verbal and written communication skills to interact with customers
at all levels.
● Problem-Solving: Ability to diagnose issues, propose solutions, and resolve conflicts
effectively.
● Relationship Management: Building and maintaining strong relationships with customers.
● Analytical Skills: Using data to track customer success metrics, identify trends, and make
improvements.
● Collaboration: Ability to work effectively with cross-functional teams (sales, product,
support).
● Project Management: Managing multiple customer accounts and initiatives simultaneously.
Education & Functional/Technical skills:
● Bachelor’s degree in a related field.
● 2+ years of proven experience in a customer-facing role, preferably in a SaaS or
HRMS environment.
● Strong understanding of HR processes and workflows.
● Knowledge of HR best practices and industry trends.
● Sales or account management experience is a plus.
● Excellent communication and presentation skills.
● Ability to multitask and prioritize in a fast-paced environment.
● Problem-solving skills with a customer-centric mindse