Hybrid Customer Success Specialist

at Sago

• Job title: Customer Success Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Gurugram, India

About the role

• Customer Success Specialist responsible for delivering insights communities and enhancing client relationships. Key focus on recruitment and engagement while ensuring exceptional member experiences in a hybrid workplace.

Responsibilities

• Support the delivery of insights communities, including leading recruitment efforts, while building strong, consultative relationships with clients.
• Ensure each program meets business goals and delivers an exceptional member experience.
• Manage community recruitment for internal full service and external clients.
• Support community setup, engagement, renewal, and overall health.
• Collaborate with sales to understand client needs and provide proactive, tailored recommendations.
• Collaborate with Customer Success colleagues to design and implement solutions to exceed client expectations.
• Point of contact for clients, internal teams, and external vendors, foster and maintain successful relationships with all parties.
• Manage vendors and partners to ensure projects stay on schedule and within budget.
• Ensure timely completion of all deliverables, including meeting deadlines for invoicing.
• Work within Sago systems effectively throughout life cycle of project.
• Work collaboratively with clients to provide timely updates on community status.
• Support preparation of deliverables (datasets, reports, engagement activities/calendars, communications to community members).
• Meet client’s timeline expectations and highest quality of deliverables in the most efficient way maintaining margin for projects.
• Work in accordance with the SOP's of company.

Requirements

• Bachelor’s Degree or equivalent
• Must have 1-2 years of client-facing experience managing sample in a market research environment.
• Experience with research design, reporting, data analysis, international data collection, multi- mode methodology, is a plus.
• MS Office skills (Excel, Word) required
• Experience in DIY survey tools (e.g. Alida) is a plus
• Fluent in English (written and oral).

Benefits

• Free Gourmet Tea/Coffee on the house.
• Extensive Mediclaim Benefit.
• Free Pick-up and drop Cab facility for up to 40 Kms from Office location.