Urgently hiring for one of our direct clients in the Philippines.
Job Title: Assistant Manager - Operations (Customer Success & Retention)
Location: Alabang
Work Mode: Onsite, Night Shift
Qualifications
- College Graduate with 5-6 years relevant experience. At least 2-3 years of experience as a Team Lead/Assistant Manager handling a team in a Retentions/Renewals account preferably in SaaS
- Strong understanding of Customer Success/Sales principles and SaaS business models.
- Knowledgeable with CS platforms (e.g., ChurnZero, Planhat, Gainsight) and trigger-based workflows.
- Excellent communication skills for both 1:1 and 1:Many engagements.
- Analytical mindset with ability to interpret health scores, usage data, and survey feedback.
- Willing to work onsite in Alabang site on night shift
Job Description
- Team Leadership & Development
- Build, manage, coach, and mentor a team of 8 Tech Touch CSMs to deliver consistent, high-quality customer engagement.
- Set clear goals, monitor performance, and provide regular feedback to ensure alignment with KPIs.
- Foster a culture of collaboration, continuous learning, and customer-centricity.
- Operational Management
- Oversee execution of Tech Touch workflows across onboarding, adoption, pre-renewal, and post-renewal stages.
- Ensure timely response to triggers (e.g., health score drops, usage decline) and adherence to best practices.
- Optimise resource allocation within the pooled model to maximize efficiency and responsiveness.
- Strategy & Process Improvement
- Collaborate with CE leadership to refine Tech Touch engagement strategies and implement automation where possible.
- Analyse team performance data and customer insights to identify trends and drive improvements.
- Contribute to the development of content, training programs, and customer journeys for Tech Touch segments.
- Cross-Functional Collaboration
- Partner with Account Managers for pre-renewal health clinics and strategic account reviews.
- Work closely with Product, Marketing, and Support teams to align customer success initiatives with business objectives.
