Customer Success Specialist

2 weeks ago


Hyderabad, Telangana, India IOTRL Connect Full time

Safety Connect is a leading company in the field of field force and road safety, dedicated to providing innovative solutions to its clients.

We are seeking a highly skilled and motivated individual to fill the role of Customer Success Specialist. In this position, you will be responsible for training and onboarding new customers, as well as managing customer relationships throughout their entire life cycle.

The ideal candidate will possess superior people skills, a positive attitude, and the ability to communicate effectively with both internal and external senior-level management.

The key objectives of this role include:

  • Onboarding and training new customers and users.
  • Building and strengthening customer relationships.
  • Maintaining and developing customer success strategies and best practices, as well as customer support content, in collaboration with the creative team.
  • Communicating effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
  • Maintaining existing customer success metrics and data as directed.

The responsibilities of this role include:

  • Creating MIS reports, weekly, monthly, quarterly, and annual reports as required to customers.
  • Managing incoming calls and emails and handling appropriate follow-up calls and emails.
  • Addressing, resolving, and recording any customer issues that arise regarding business growth, billing, and general account satisfaction.
  • Reviewing the customer journey, identifying how it's supported, and taking a consultative approach in helping clients overcome issues and achieve goals.
  • Coordinating and training all new customer starts in an efficient and streamlined way.
  • Preparing necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyzing trends in C-Sat/NPS scores to identify areas of improvement.
  • Working with the sales and marketing team to drill customer references and develop case studies.

The requirements for this role include:

  • 1-2 years of experience in communications, marketing, sales, account management, or customer success.
  • Multi-tasking skills, strategic planning, and project management skills.
  • Exceptional communication skills (verbal and written).
  • Analytical and process-oriented mindset.
  • The ability to solve problems and think quickly on your feet.
  • An eye for detail.
  • Event planning experience is a plus.


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