Requisition Number: 1910

Position Title: ROS Project Coordinator

External Description:

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

City:

State:

Community / Marketing Title: Customer Success Specialist

Company Profile:

Location_formattedLocationLong: Hyderabad, Telangana IN

CountryEEOText_Description: