Customer Success Specialist (TSS)

We Are Looking For

We are seeking a dedicated and proactive Customer Success Specialist who will play a critical role in ensuring our clients gain the highest value from our products and services. As a Customer Success Specialist, you will be the main point of contact for clients, providing ongoing support, guidance, and resources to drive customer satisfaction, engagement, and retention. Your goal is to help clients achieve success, anticipate their needs, and foster long-term, mutually beneficial relationships.

About the Project

• Fuel card sales in the U.S. (all sales are conducted within the United States).
• Project launch: March 2024.
• Company background: Operating since 2017, with a similar project successfully growing for the past five years. Based on its stable performance, we have decided to expand operations and diversify our product range. (This is not a new market test; the concept has already proven successful, and we are now focused on scaling the business by offering a broader product portfolio).
• Part of a logistics group: The project is a division of a U.S. trucking logistics group, which is the market leader in Uzbekistan. The company is a registered IT Park resident with offices in Tashkent (two offices), Chicago, and Orlando.
• Well-established processes: The company has fully developed operational processes. You can adopt existing systems from our similar project, adapt them, or implement new ones from scratch—this depends on the manager’s vision and capabilities. The owners are highly receptive to innovation.
• Expansion plans: By the end of 2025, we aim to fully assemble the team in Tashkent.

Responsibilities:

• Act as the primary point of contact for assigned customers, providing a seamless and proactive support experience.
• Build and maintain strong, long-lasting client relationships to enhance customer loyalty and satisfaction.
• Understand customer needs, goals, and challenges to ensure our solutions are delivering maximum value.
• Conduct regular check-ins, provide product training and usage recommendations, and address customer inquiries or concerns.
• Monitor customer health metrics and identify opportunities for account growth or risks for churn.
• Collaborate with internal teams (e.g., Product, Sales, Support) to resolve issues promptly and communicate customer feedback.
• Implement best practices for improving the customer journey, optimizing customer onboarding, and driving continued engagement.
• Keep detailed records of customer interactions, progress, and feedback in CRM systems.

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Minimum of 2 years’ experience in customer success, customer support, or account management roles.
• Strong interpersonal and communication skills, with the ability to manage multiple accounts and foster client relationships.
• Proficiency in CRM tools such as Zoho, Salesforce, or similar platforms.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong problem-solving skills, adaptability to change, and the ability to stay organized under pressure.
• High attention to detail and the ability to understand and translate customer needs into actionable insights.

Working Conditions:

• Full-time position with a schedule from 19:00 to 03:00 to accommodate customer needs across various time zones.
• Office-based role, located in a central, easily accessible area, providing a professional environment with all necessary amenities.
• Competitive salary structure.
• Opportunity for professional development and career growth within the company, including access to training programs, mentorship, and skill-building resources.
• Collaborative and dynamic team environment, fostering open communication, innovation, and a commitment to customer success.