Customer Operations Associate

About the job Customer Operations AssociateKeep operations running so customers stay front and center.

Hi! Were Smartsourcing, and were looking for a Customer Operations Associate to support our customer teams by taking care of essential operational tasks. In this role, youll help remove day-to-day admin and process workload from Strategic Account Managers, Adoption, and Services teamsallowing them to focus on high-value customer engagement. Your work will help ensure smooth operations, clear coordination, and a better overall customer experience.

Where JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

Role Overview

The role is accountable for orchestration, execution hygiene, and follow-through across the

customer lifecycle. Success is measured by speed, accuracy, and reliability not client-facing

activity. This role is a core enabler of scale.

Key Responsibilities

The Customer Operations Associate is end-to-end responsible for the following:

Commercial & Contract Operations

Prepare All Order Forms, Including

• renewals
• bundle changes
• expansions
• Manage all bundle purchases and commercial amendments
• Ensure accuracy of pricing, terms, and approvals
• Coordinate with Finance and Revenue Operations as required

Executive Business Review (EBR) Operations

• Schedule all EBRs in line with agreed cadence
• Manage calendar coordination, confirmations, and logistics
• Prepare and distribute EBR prep packs using standard templates
• Track completion of EBRs and ensure follow-up actions are captured

Action & Delivery Management

• Own delivery of all customer actions agreed in EBRs or strategic meetings
• Track actions in Asana, including:
• owners
• due dates
• completion status
• Follow up on overdue actions and escalate where required
• Ensure actions are closed or formally re-scoped

Metrics & Reporting

• Produce all Customer Success operational reporting, including:
• EBR cadence and completion
• action completion rates
• renewal timelines
• bundle and expansion activity
• Maintain consistent, reliable reporting for:
• Revenue Operations
• Customer leadership
• Ensure metrics are timely, accurate, and decision-ready

Key Capabilities & Attributes Core Capabilities

• Strong operational discipline
• High attention to detail
• Ability to manage multiple workflows concurrently
• Comfort enforcing process without authority
• Confidence working across Sales, Customer, Finance, and Operations

Attributes

• Calm and dependable under pressure
• Comfortable saying no to non-standard requests
• Improvement-oriented and pragmatic
• Low ego, high ownership

Requirements

• Experience in operations, customer operations, revenue operations, or similar roles
• Strong familiarity with:
• order and renewal workflows
• task and action tracking tools (e.g. Asana)
• commercial coordination processes
• Demonstrated ability to manage detail at scale
• Experience in B2B SaaS or professional services
• Exposure to renewal and expansion processes
• Experience supporting senior commercial or account team

Benefits

Step Into The Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

About

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• Weekends are yours (we respect your time off)
• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs including hiking and free-diving
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops
• And so much more!

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Your next move starts here. Apply now.