Company Description TalenTeam is a premier SAP SuccessFactors partner focused on skills technology that enables digital workforce transformation. With proven experience across more than 120 organizations, the company delivers innovative digital solutions that simplify HR processes and enhance skills development. TalenTeam’s cutting-edge applications, seamless integrations, and award-winning projects help customers maximize the value of their SAP SuccessFactors investment. By building agile, skills-based organizations, TalenTeam supports businesses in future-proofing their workforce for evolving digital demands.
Role Description This full-time remote Customer Success Executive role is responsible for ensuring customers achieve measurable value from TalenTeam’s solutions and services. On a day-to-day basis, you will manage customer accounts, oversee onboarding and adoption activities, and provide proactive support to drive satisfaction and retention. You'll be the main day-to-day contact for our customers once they're live, across our whole product portfolio. You'll own first-line support, run quarterly business reviews, keep track of customer health, and make sure what customers tell us reaches the product team.
It's a role with real ownership, reporting directly to our VP of Product and Innovation. It suits someone early in their customer success career who wants to grow quickly in enterprise HR technology.
Customer relationships
• Own the quarterly business review (QBR) schedule, prioritizing customers by renewal date
• Prepare and deliver QBRs, including decks, usage metrics and follow-up actions
• Present product roadmap updates to customers
• Hold regular check-ins with key accounts
Customer support
• Handle first-line support in Freshdesk and work to reduce recurring tickets
• Triage more complex issues and pass them to product and engineering with clear, complete notes
• Keep the content our support AI draws on accurate and up to date, including help articles, known issues and release notes
• Manage escalations through to resolution, bringing customers, product and engineering together where an issue needs it
• Own reporting on support trends and recurring issues
Customer health
• Maintain a customer health dashboard covering adoption, engagement and support history
• Spot at-risk customers early and agree actions with product managers
• Log customer actions in Jira and Confluence and make sure they're followed through
Working with the product team
• Route product requests and feedback to the right owner promptly
• Keep customers informed about upcoming releases
• Make sure what customers hear from us is consistent with product and engineering priorities
Qualifications
Essential
• One to three years in customer success, account management or SaaS customer support
• Confident written and spoken communication, including presenting to customer stakeholders
• Strong organization, with the ability to manage several customers and priorities at once
• Clear, accurate writing, as the support content you maintain will be read by customers and the AI alike
• Curiosity about how products work and a willingness to learn them in depth
• Comfortable using AI tools as part of your day-to-day work
Desirable
• Experience of SAP SuccessFactors or learning technology, such as an LXP or LMS
• Experience preparing or running QBRs
• Familiarity with Freshdesk, Jira and Confluence
• Experience in enterprise B2B software
Send your CV and a short note on why this role interests you to dnaidu@talenteam.com