Urgently hiring for one of our direct clients in the Philippines.
Job Title: Group Manager - Customer Success & Retention
Location: Alabang
Work Mode: Onsite, Night Shift
Qualifications
- Education: Bachelor's degree in Business Administration, Management, or a related field.
- Experience: Minimum of 5 years of experience as a Manager/Sr. Manager in a customer service /customer success and retentions account (preferably SaaS focused)
- Skills:
- Strong leadership and team management abilities.
- Proven experience managing a Customer Success team in an SaaS environment.
- Excellent communication and interpersonal skills.
- Expertise in CS platforms (e.g., ChurnZero, Planhat, Gainsight) and data-driven decision-making.
- Experience with performance metrics and reporting.
- Willing to work onsite in Alabang site and night shift schedule
Key Responsibilities
- Team Management: Lead, mentor, and motivate a team of customer service representatives to deliver exceptional service and meet performance goals.
- Customer Support Oversight: Monitor and evaluate customer service interactions to ensure they meet company standards for quality, efficiency, and professionalism.
- Policy Development: Develop and implement customer service policies, procedures, and best practices to enhance service delivery and address customer needs effectively.
- Issue Resolution: Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions to maintain customer satisfaction.
- Performance Tracking: Track and analyze key performance indicators (KPIs) related to customer service, including response times, resolution rates, and customer feedback.
- Training and Development: Design and conduct training programs for new and existing team members to improve their skills and knowledge in customer service.
- Process Improvement: Identify areas for process improvements and implement changes to enhance the efficiency and effectiveness of the customer service department.
- Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement, and work with other departments to address any issues.
- Reporting: Prepare and present regular reports on customer service performance, including metrics, trends, and recommendations for improvement.
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.
