Urgently hiring for one of our direct clients in the Philippines.
Job Title: Lead Associate - Operations (Customer Success & Retention)
Location: Alabang
Work Mode: Onsite, Night Shift
Qualifications
- College Graduate with 3-5 years relevant experience.
- Proven experience in renewals, retention, or inside sales (preferably in SaaS or subscription-based businesses).
- Strong understanding of Customer Success/Sales principles and SaaS business models/Retention Specialist
- Familiarity with CRM tools (e.g., Salesforce, HubSpot).
- Strong negotiation and closing skills.
- Ability to manage a high volume of accounts efficiently.
- Excellent communication and relationship-building skills.
- Willing to work onsite in Alabang site on night shift
Job Description
Renewal Management
- Own the end-to-end renewal process for long-tail accounts, ensuring contracts are renewed on time and revenue targets are achieved.
- Negotiate renewal terms within established guidelines to maximise retention.
Retention Strategy
- Identify at-risk accounts early and implement strategies to secure renewals.
- Use data insights and engagement reports from the Tech-Touch CSM to prioritise accounts and tailor renewal approaches.
Collaboration with Tech-Touch CSM
- Partner with the Tech-Touch CSM to leverage customer engagement insights and adoption data that support renewal conversations.
- Align on timing and messaging for renewal outreach to ensure a coordinated customer experience.
Pipeline & Forecasting
- Maintain accurate renewal pipeline and forecast in CRM systems.
- Report on renewal performance and retention metrics regularly.
Post-Sales Follow-Up
- Conduct follow-up after renewal completion to confirm customer satisfaction with the process and address any outstanding questions related to the contract or commercial terms.
- Gather feedback to improve future renewal experiences and share insights with the Tech-Touch CSM for ongoing engagement strategies.
- Perform a structured handover to the Tech-Touch CSM team post-renewal, ensuring they have all necessary information to continue driving adoption and engagement.
Digital Renewal Process Optimisation
- Be part of developing and optimising digital renewal workflows to ensure consistent, clear, and sufficient information is delivered throughout the renewal process.
- Implement and maintain automated renewal campaigns using customer success platforms to streamline outreach and reduce manual effort.
- Develop standardised digital communication templates for renewal notifications, reminders, and follow-ups.
- Monitor and analyse digital renewal performance metrics (e.g., response rates, completion times) to identify areas for improvement and optimise processes.
