We are looking for a Customer Success Co-ordinator to join the expanding team at oneHR.
Salary: Determined upon experience
Location: Liverpool office (Hybrid options available)
Directly responsible to: Director
Summary of Customer Success Co-ordinator role
As a Customer Success Coordinator, you will play a crucial role in ensuring our clients achieve maximum value from our HR and H&S software solutions. You will be responsible for onboarding, supporting, and retaining customers while driving product adoption, engagement, and satisfaction. Your primary focus will be on building strong client relationships, delivering excellent service, and ensuring long-term client success.
Key Responsibilities of a Customer Success Co-ordinator
Daily Tasks:
- Manage Intercom and ensure all queries are responded to within our internal SLA. Triage queries and provide guidance or escalate to the Development team if required.
- Onboard new clients, ensuring a seamless and efficient implementation process.
- Perform Account Management duties, checking in with larger accounts monthly to maintain engagement and satisfaction.
Weekly Tasks:
- Send Intercom report to the Director.
- Review the Trello board for the oneHR wish list, adding or removing items accordingly and ensuring feedback is provided to the Development team.
- Develop the product roadmap in collaboration with the Director.
- Review and manage the oneHR Development Sprints Trello board, updating tasks as completed by the Development team.
- Attend a weekly meeting with the Development Lead to manage development work and track progress.
- Conduct thorough testing when development work is pushed to the test environment.
- Meet with the Sales Lead to review onboarded clients and identify clients that need further engagement.
- Liaise with the Marketing Coordinator to plan and communicate product features and updates to clients.
Monthly Tasks:
- Host a monthly webinar for clients to review new and existing features.
- Review and enhance the onboarding journey on Intercom to improve the user experience.
- Add and update resources in the Training Area for clients.
- Implement regular improvements to the oneHR user experience, including aesthetics and Intercom usage.
- Generate and send the headcount report to Finance.
- Set up new BITA partner accounts.
- Conduct competitor analysis and send a report to Sales.
General Responsibilities
- Support the Customer Success team to provide exceptional client support, ensuring all customer interactions align with company values and service excellence standards.
- Monitor client engagement and retention metrics, proactively addressing any risks to customer satisfaction and contract renewals.
- Assist in developing and maintaining customer success KPIs to track performance and drive continuous improvement.
- Work closely with the Product and Development teams to ensure customer feedback is incorporated into product updates and enhancements.
- Collaborate with Sales and Marketing to identify upsell and cross-sell opportunities, driving business growth.
- Provide training and guidance to clients on best practices, ensuring they maximise the benefits of the HR software.
- Handle escalations and complex customer inquiries, working to resolve issues effectively and efficiently.
- Assist in organising and leading customer workshops, webinars, and training sessions to promote engagement and product knowledge.
- Maintain and update all customer success documentation and processes to ensure consistency and compliance.
Qualifications, Skills & Experience
- Experience in a Customer Success, Account Management, or Client Services role, ideally within the HR software or SaaS industry.
- Understanding of HR/H&S processes, employment law, or HR/H&S software solutions is desirable.
- Excellent communication, relationship-building, and problem-solving skills.
- Ability to analyse customer data and metrics to drive engagement and retention strategies.
- Experience assisting with customer onboarding, training, and support processes.
- Strong organisational and project management skills, with the ability to multitask and prioritise.
- Self-motivated, detail-oriented, and passionate about delivering exceptional customer experiences.
- High level of commercial awareness with the ability to identify business opportunities.
- Familiarity with CRM systems and customer success platforms is desirable.
Additional Expectations
This job description is not exhaustive but provides a framework for the role. As part of the team, you may be required to take on additional responsibilities aligned with the company’s growth and customer needs.
All staff are expected to:
- Adhere to company policies and procedures, including Equal Opportunities and Health & Safety.
- Maintain confidentiality and handle sensitive client information responsibly.
- Participate in ongoing training and development to stay current with industry best practices and company updates.
If you would like to apply for the position of Customer Success Co-ordinator, please email your CV to contact@onehrsoftware.com
Email: contact@onehrsoftware.com
Find us on Instagram: @oneHR_
