The Customer Success Specialist is a client-facing (HR and Recruiters) role, who works to engage and enable our customers to maximize the full value of the Monster.com platform. As the trusted advisor and advocate for our customers, the Customer Success Specialist manages the relationship and customer health for the assigned customers throughout the post-sales lifecycle. The Customer Success Specialist will guide the customer with best practices and training sessions to drive product adoption.
This role requires to partner with Client, Product, Technical Specialists, Marketing and Support teams within Monster.com to enhance customer adoption. To achieve a trusted advisory role for customer, this role requires to be good in domain and technical aspects, ability to learn, research and present.
Note: This role needs to work from Office (Monster.com Hyderabad Office)
A typical work day in the life of Executive /Senior Executive Customer Success
Specific responsibilities include:
- Regular pro-active follow ups with end users on the services.
- Conduct telephonic/online trainings for the recruitment team on diversified Monster products.
- Monster usage and amplify their ROI.
-Responsible to cultivate the account and bring in the renewals.
-Promote and pitch in new Monster products before customers.
-Handle client's issues effectively and resolve them timely.
-Branding calendar to be executed and made for every customer.
-Usage reports to be made, monitored and shared with customer on a consistent manner.
-Collaborating with Sales team and other functions to deliver the best-in class service.
- Focus on CSAT and FCR scores.
- Ensure the best resolution over call / Email.
- Adhere to prescribed compliance standards.
- Ability to work in a team and contribute to the overall success of the department.
Good attention to detail and a consistent approach.
- Flexible in attitude and approach to the demands created by the role with a best practice approach to Customer Success, at all times.
- Strong self-management skills.
- Dot com space & Recruitment knowledge will be a boon.
Employment TypeFull-time
Skills Required
- Work from Monster.com Hyderabad office
- Client-facing experience with HR and recruiting stakeholders
- Post-sales customer success / account management experience
- Ability to conduct telephonic/online product trainings
- Proactive follow-ups and customer engagement skills
- Ability to create and share usage reports and monitor adoption
- Strong issue resolution skills across call and email
- Collaborative work with Sales, Product, Technical Specialists, Marketing and Support
- Focus on CSAT and FCR metrics
- Good attention to detail, strong self-management and teamwork
- Domain knowledge of dot-com space and recruitment (preferred)
What We Do
Established in 2007 and headquartered in Bengaluru, Quess is one of India’s largest private-sector employers and integrated business service providers. The company has a presence in over 64 locations across India, Southeast Asia, and North America, with a strength of 500,000+ employees. We provide a host of technology-enabled staffing and managed outsourcing services across processes such as sales & marketing, customer care, after-sales service, back-office operations, manufacturing operations, facilities and security management, HR & F&A operations, IT & mobility services, etc. Our business strategy is aligned with our goal of creating a more productive workforce. It includes training and skill development initiatives for better employability, helping job seekers find job opportunities easily, digitising workflows, and providing social security benefits to a wider employable population. Quess has been certified ‘Great Place to Work’ thrice in a row in recognition of its culture that supports diversity, equal opportunity, and collaboration. Learn more about how we drive productivity and achieve success for our clients: https://www.quesscorp.com/ Find us here: Facebook: https://rb.gy/kjzk4y Twitter: https://rb.gy/iff6tq Instagram: https://rb.gy/xj3yd6 #winningtogether
