Job Information
Randstad US Customer Success Specialist in Hyderabad, India
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 ‘One Source of Truth’ 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 ‘One Source of Truth’ 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
Bachelor’s degree or equivalent
Minimum of 2 years administration and operational support and/or customer service experience in a corporate environment
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please just let us know.
Randstad US
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