Customer Success Specialist

Found in: beBee S US - 2 weeks ago

Hyderabad, United States Randstad Enterprise Full time

Customer Success Specialist

Randstad Sourceright 

 

job family

 

Customer Acceleration Team (CAT)

job subfamily

 

Customer Success Office

job code

 

TBC

job grade

 

TBC

reports to

 

PMO Analyst Lead 


Role: Customer Success Specialist

Location: Hyderabad, Telangana (hybrid 50% office based, 50% home working)

Employment: Full Time (40 hours)

 

Core Competencies:

  • Attention to detail
  • Customer Orientation
  • Stakeholder Management/ Communication skills
  • Analytical Thinking

     

    The Customer Success Office

    The Customer Success team is responsible for administering a number of survey programs and client feedback initiatives. The data we gain from these sources directly impact our customer centricity strategy. We are a global team who partner with the entire business but in particular providing strategic advice to Operations & Sales to be high performing functions through consistent evaluation of customer feedback.

     

    The role

    The scope of this role is to ensure that there is smooth functioning of the customer satisfaction process and to drive customer satisfaction surveys as per global survey standards. Supporting with reporting and analysis on all of the customer surveys. This person also supports the âOne Source of Truthâ global initiative with data quality management and audit duties within Salesforce.

    Key responsibilities:

    • Owning a detailed process, ensuring all steps are completed to deadlines effectively with minimal errors
    • Building surveys in Qualtrics or Medallia
    • Holding meetings with Internal Stakeholders to understand their requirements and advise / present to them about the Customer Success programs;
      • This may require being persuasive and influential or pushing back & managing expectations on occasion
      • Sets up regular surveys and takes care of distribution per instruction of the program manager
      • Maintains an overview of all RSR programs with survey status
      • Assists with evolving the current HM and candidate survey program
      • Collaborating with the BI (Reporting) team to ensure smooth reporting of surveys
      • Supporting Lead PMO Analysts with ad hoc reporting as per the requests raised by client teams, which in turn will provide the opportunity to learn and develop your analytical skills
      • Supports CS Manager with the âOne Source of Truthâ program, managing and auditing data quality in Salesforce. Owning the auditing of this program data.
      • Project Management coordination support
      • Executive level scheduling of customer success meetings (internal and external)

         

        The successful candidate

         

        You should be a quick-thinker, intellectually curious, love problem-solving; ability to ask, as well as answer, meaningful and impactful questions. You should also have

         

        • Excellent attention to detail
        • Excellent written and oral communication skills
        • Good excel / google sheets knowledge
        • Proven ability to work within a team environment
        • Ability to take direction and execute a plan
        • A desire to work in a data focussed role / develop analytical skills
        • Being a strong team player, able to work collaboratively with and through others

           

          It would also be useful to have any of the following (although these are not essential)

           

          • Data analysis experience
          • Data presentation skills
          • Knowledge on survey tool/s
          • Experience of Salesforce
          • Worked in the Recruitment or Outsourcing industry

             

            Basic qualifications must include

             

            • Bachelorâs degree or equivalent
            • Minimum of 2 years administration and operational support and/or customer service experience in a corporate environment

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