Description:

General Description: The CSAT Specialist II is responsible for partnering with the TEKsystems Global Services teams (CSAT Team, Sales, Pre-Sales, Delivery, and Practice teams) to assist in supporting and optimizing the Customer Satisfaction Program. The CSAT Specialist II is responsible for assisting the Sr. CSAT Specialist to coordinate and prepare for client interviews, which collect information regarding the client’s overall experience, service and delivery quality, and quantifiable value, in addition to feedback on improvement opportunities and/or additional service needs. Responsibilities also include helping to relay client feedback back to the teams, facilitating necessary follow-ups or escalations that may result from the discussion with the client, as well as identifying trends and areas of improvement across the Practice/Delivery teams. This position has the potential to move into the Sr. CSAT Specialist role and is able to sit nationally across the US. Essential Job Duties and Responsibilities: • Support the TGS CSAT Program through: o Collaborating with the TGS Leadership Teams to identify customers / engagements qualifying for a CSAT client interview.  Once target accounts/engagements are selected, work with the team to schedule the interview with the client sponsor / executive. o Prior to the interview, conduct a review of the account / engagement via background information.  Leverage enterprise tools, including but not limited to Connected (CRM), Global Delivery Portal (GDP), Project/Account SharePoint Repository (project artifact repository)  Meet with critical internal stakeholders to understand any further engagement details, roadblocks, areas of concern that may arise during the interview.  Consolidate research and share with other meeting attendees (RDs invited to attend the call). o Sharing results and call-to-actions.  Document and share all feedback and actionable takeaways with the account / engagement team (Sales, Practice and Delivery)  In situations where areas for improvement are identified, ensure that corrective actions are put in place and conduct follow-ups as necessary to ensure feedback is implemented.  Escalate any issues to the appropriate Leadership teams when necessary. o Document all results/data in the CSAT database to track performance across each Practice. o As feedback is collected, use the information to identify trends, provide insights findings that may be helpful to the Practice/Delivery teams to improve. o Own the follow through from all other net new customer development thoughts and ideas that arise from the CSAT function. • Collaborate and consult to ensure process optimization o Partner with the CSAT Team, PMO, and TGS Executive Team to expand the CSAT program to effectively accomplish goals. o Identify opportunities for process improvement as our services and customers evolve. o Collaborate with the Off-shore PMO team to analyze data, identify trends and improve insights. o Establish and maintain effective relationships with internal and external partners. o Act as a point of escalation - respond to users’ questions and request for support. Required Education and/or Experience: • Bachelor’s Degree in Business, Communications, Organization Design, or related professional area preferred; combination of high school diploma/GED and equivalent experience in lieu of a degree, at a minimum • 3+ years of IT business experience • Business development experience preferred • Ideal candidates will have a mix of project coordinator and project management experience with an overwhelmingly strong customer first bias • Business analyst and/or sales experience a plus Requisite Abilities and/or Skills: • Strong communication skills, including verbal, written, and presentation to reach diverse audiences o Ability to interact with the Executive level stakeholder • Strong facilitation, collaboration and partnering skills • Intellectual curiosity, ongoing personal development • Ability to self-manage and operate with limited guidance • Detail oriented and strong work ethic • Excellent time management and organizational skills • Mindset of continuous improvement, proactively asking questions, challenges status quo and making recommendations for improvement

Skills:

communication and writing skills, organizational and planning skills

Top Skills Details:

communication and writing skills,organizational and planning skills

Additional Skills & Qualifications:

Project coordination experience

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.