Customer Success Executive

7 days ago

Mumbai, India ZingHR Full time

Job Title: Customer Success Executive

Work Location: ZingHR India Office ( Mumbai, Delhi ,Bangalore )

Type of Work Mode: Work from Office

Working Days & Hours: Shifts - Monday to Friday OR Sunday to Thursday, 10:30am to 7:30pm

Reporting Manager: Customer Success Head

Experience: 2 to 8 years

Job Description: -

ZingHR is looking for ideal candidates for to operate from ZingHR India offices to support Middle East Client, and to be part of CS ops team. They should be comfortable with relevant experience in HR transformation and change management/HCM implementation/customer support/customer success and customer management roles / HR consulting roles

Key Responsibilities: -

  1. Act as a techno-functional point of contact for the clients under portfolio
  2. Manage support tickets through platforms like Freshdesk, ensuring timely and accurate resolution by collaborating with delivery and product teams.
  3. Do the root cause analysis of recurring issues is provided to clients and recommend long-term solutions
  4. Ensure compliance with SLAs for ticket resolution and maintain clear communication with clients on progress
  5. Configure and manage client’s instance on ZingHR Assist and Train clients to do it on their own
  6. Devise engagement plans that consider customer business goals & map product capabilities to achieve the goals
  7. Drive product adoption, increasing overall retention and achieve process success for customers
  8. Support clients to resolve queries or bugs, as and when required, Interact with tech support and product team.
  9. Identify risks proactively, mitigate and escalate as deemed appropriate
  10. Share client feedback with internal teams to enhance product features and functionality.
  11. Conduct post-resolution follow-ups with clients to ensure satisfaction and identify additional support needs

Skills & Competencies: -

  1. Familiarity with SaaS-based HRMS platforms and payroll module configurations, and in customer-facing role and support platforms.
  2. Experience working in cross-functional teams for client issue resolution
  3. Problem-solving skills and the ability to handle multiple priorities in a fast-paced environment.
  4. Good in MS office- Excel, Word, and PowerPoint

Good Communication Skills

Key Qualifications:-

. Bachelor’s degree in HR, IT, Business Administration, or a related field

  1. 2 to 8 years of relevant HRMS SAAS experience
  2. Experience working in agile development environment

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