Description:
About Dijital Team
Dijital Team was founded in 2023 to help design and build dedicated IT teams to meet businesses individual objectives, increasing their efficiency at a fraction of the cost. Our teams are dedicated Sri Lankan team members focused on providing a high level of service whilst working on interesting and challenging projects.
Dijital Team currently has customers in Australia, the UK and Europe. The team members are across a number of specialities including IT, Marketing, Sales Finance, Procurement and Administration, as well as a dedicated internal team of Talent Acquisition, People and Culture, Finance, Marketing and IT. The organisation is dynamic and proudly embeds its values in our culture to allow team members to unlock their potential.
Job Description
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.
Duties & 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
Required Experience/Skills
- 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