Customer Success Specialist

This role is for a substantial, fast-growing and well-respected UK Software Talent Provider company. It is a Hybrid Work position (Monday-Thursday: WFH and Fridays: WFO) and everyday you’ll be working directly as part of their UK team. The role will offer real opportunities to learn and develop. Location : Delhi Hybrid Work position (Monday-Thursday: WFH and Fridays: WFO) Shift Timings : 1pm - 10pm (Summers), 1:30pm - 10:30pm (Winters) Job Summary We are seeking a dynamic client & staff focused Customer Success Executive to join our team in the IT staffing and recruitment industry. In this role, you will be responsible for building strong relationships with clients, ensuring their satisfaction, and driving success by making sure they get the value out of our remote workers in all possible ways. Your goal will be to deliver exceptional service, address client & staff concerns, and maximize retention while identifying opportunities for growth. Roles and responsibilities:

• Relationship Management

Act as the primary point of contact for assigned clients, fostering strong, long-term relationships. Understand clients' hiring needs, business goals, and organizational challenges. Conduct regular check-ins with Co Workers to gather feedback & help in day-to-day needs.

• Onboarding and Integration

Lead the Clients onboarding process. Assist Coworkers in refining the communication. Ensure seamless integration of hired candidates into the client’s organization.

• Performance Monitoring

Track and report key performance metrics as per client requirement. Address and resolve client concerns regarding smart workers outcomes or service delivery. Collaborate with internal teams to continuously improve recruitment strategies and service levels.

• Proactive Engagement

Suggest improvements & ideas to improve churn rate based on analytics and best practices. Identify upselling or cross-selling opportunities to offer additional services or solutions. Work closely with HR and recruitment teams to relay customer needs and suggestions for new features.

• Client Retention and Growth

Monitor client health to identify and mitigate risks of disengagement. Drive client & Coworkers satisfaction & lower churn rate by demonstrating the value of the partnership through results and proactive communication. Build strategies to grow client accounts along with sales.

• Documentation and Reporting

Maintain accurate records of customer interactions, support issues, and feedback in our customer relationship management system. Create and present reports and insights regarding customer accounts and performance metrics to management. Essential Skills and Competencies:

1. Client-Centric Approach: Strong interpersonal and communication skills to build trust and maintain positive relationships.
2. Problem Solving: Ability to address challenges effectively and find mutually beneficial solutions.
3. Analytical Mindset: Capable of tracking and interpreting key performance metrics to drive results.
4. Industry Knowledge: Familiarity with customer handling, HR norms, relationship management and talent market trends.
5. Proactivity: A forward-thinking attitude with the ability to anticipate client needs.

Qualifications:

• Bachelor’s degree in business administration, Human Resources, or a related field.
• 3 - 4+ years of experience in customer success, account management, or client servicing (preferably in IT staffing/recruitment).
• Knowledge of client management and CRM tools is a plus.
• Proven track record of managing client relationships and achieving high client satisfaction & maintaining churn rate.

This role is ideal for someone who thrives on building relationships, solving problems, and driving value for clients in the fast-paced IT staffing and recruitment industry. Job Perks

• Work life balance: You will work fixed hours and will never have to work on weekends again
• Laptop provided
• Full medical insurance provided
• Learn and Grow: Learn from highly skilled UK colleagues and other Smart Workers in our active and useful forums
• Become part of the Smart Working family: Take part in games and quizzes, network with like-minded, ambitious and friendly colleagues

About Us: Smart Working recruits' excellent people to work full time, and directly for UK businesses on a long-term basis. If you are looking to grow, learn and develop professionally then working at Smart Working is the right place for you. Come and join our family and accelerate your career. Here is our LinkedIn : Kindly email your applications at geetika@smartworking.io