Customer Success Specialist

The Customer Success Specialist is responsible for delivering exceptional customer support while utilizing data analytics to improve customer satisfaction, customer experience, service performance, retention, and operational efficiency. The role acts as a critical interface between customers and internal stakeholders, transforming customer feedback and service data into actionable business insights.

Key Responsibilities

• Manage customer inquiries, complaints, and service requests through various channels.
• Manage customer complaints handling and ticket issuance from open to closing of each ticket, in compliance with customer service SLAs and escalation procedures.
• Maintain customer records and CRM data integrity.
• Analyze customer service KPIs and trends.
• Develop dashboards and management reports using Excel, Power BI, Tableau, or similar tools.
• Provide feedback to manufacturing and engineering to improve the performance of the product and service.
• Collaborate with, Sales and Account Managers, Technical sales engineers, Field application engineer, Operations, Engineering, Quality, and Product teams.
• Assign tickets to relevant team to ensure compliance with SLAs.
• Participate in CAPA and continuous improvement activities.

Qualifications

• Bachelor’s Degree in Business, Engineering, IT, Statistics, Mathematics, Data Analytics, or related field.
• 3–5 years of experience in Customer Service, Customer Success, Technical Support, or Account Management.
• Minimum 2 years of experience in Data Analytics, Reporting, or Business Intelligence.

Industry Experience Preference:

IoT, Smart Metering, Utilities, Telecommunications, SaaS, Technology Services, Manufacturing, or Technical Support Environments.