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Customer Success Specialist

Dijital Team

Brisbane

Hybrid

Full Time

Moderate

Summary

Responsibilities

Serve as the primary point of contact for customers, offering proactive guidance, support, and strategic advice.
Collaborate closely with customers to develop customised success plans based on their objectives and culture.
Facilitate smooth onboarding processes and conduct regular performance reviews for customers.

Requirements

Bachelor’s degree in Human Resources, Business Administration, or a related field.
3+ years of experience in a customer-facing role, preferably in customer success or account management.
Strong understanding of offshoring principles, practices, and challenges.

Benefits

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Full Details of Job Post

The Customer Success Specialist will serve as the primary point of contact for our customers, guiding them through talent acquisition, onboarding, performance management, learning and development, and ongoing support to maximise the value from our team. Your expertise in human resources combined with your dedication to customer satisfaction will contribute to building strong, long-lasting relationships with our customers.

Responsibilities:

Serve as the primary point of contact for customers, offering proactive guidance, support, and strategic advice to maximise their success
Collaborate closely with customers to understand their specific offshoring objectives, organisational structure, and cultural considerations, and develop customised success plans accordingly
Facilitate smooth onboarding processes for new customers, providing comprehensive training and resources to help them navigate the offshoring journey effectively
Conduct regular check-ins with customers to assess their satisfaction, address any concerns or challenges, and identify opportunities for improvement or more team members
Facilitate regular performance reviews and learning and development plans in conjunction with the customer and team member
Coordinate with internal teams to ensure timely resolution of customer inquiries, technical issues, or service requests, serving as the voice of the customer within the organisation
Monitor customer engagement and usage metrics, identifying trends and patterns to anticipate needs and proactively address potential issues
Advocate for customer needs and feedback internally, driving portal enhancements, process improvements, and service offerings tailored to the offshoring market
Collaborate with sales and account management teams to identify opportunities for upselling or cross-selling additional services to existing customers
Stay informed about industry trends, regulatory changes, and best practices in offshoring and global workforce management, and share relevant insights with customers to help them stay competitive.

To be successful in this role, you will have:

Bachelor’s degree in Human Resources, Business Administration, or a related field (or equivalent experience).
3+ years of experience in a customer-facing role, preferably in customer success, account management, or consulting, with a focus on offshoring or global workforce management.
Strong understanding of offshoring principles, practices, and challenges, including talent acquisition, cultural differences, and regulatory compliance.
Excellent communication skills, both written and verbal, with the ability to articulate complex concepts in a clear and concise manner.
Strong interpersonal skills, with the ability to build rapport and trust with customers at all levels of an organisation.
Proven track record of driving customer satisfaction, retention, and expansion
Ability to multitask, prioritise, and manage time effectively in a fast-paced, dynamic environment.
Customer-centric mindset with a passion for delivering exceptional service and exceeding customer expectations