Lead Associate Operations[Hi-Tech & Professional Services]
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Job Location:
Muntinlupa - Philippines
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Urgently hiring for one of our direct clients in the Philippines.
Job Title: Lead Associate - Operations
Location: Alabang (Onsite)
Mode- Night Shift
Job Description:
Customer Engagement & Support
Manage customer interactions through a pooled model responding to triggers and alerts (e.g. usage drop health score decline).
Investigate root causes of customer health issues and implement corrective actions.
Conduct 1: Many product training sessions and webinars to drive adoption.
Journey Management
Execute tasks across the customer lifecycle: onboarding adoption pre-renewal and post-renewal.
Monitor and act on triggers from platforms like ChurnZero ServiceCloud and Dialpad (e.g. activation CTAs health score changes NPS follow-ups).
Curate and share content newsletters and product updates to enhance engagement.
Data Analysis & Reporting
Perform account insight analysis to identify pain points and recommend improvements.
Track and report on KPIs such as Gross Revenue Retention (GRR) CSAT health scores and CTA completion.
Collaboration
Work closely with Account Managers for pre-renewal health clinics and account reviews.
Maintain shared notes and updates in CS platforms to ensure consistent customer experience across the pool.
Manage customer interactions through a pooled model responding to triggers and alerts (e.g. usage drop health score decline).
Investigate root causes of customer health issues and implement corrective actions.
Conduct 1: Many product training sessions and webinars to drive adoption.
Journey Management
Execute tasks across the customer lifecycle: onboarding adoption pre-renewal and post-renewal.
Monitor and act on triggers from platforms like ChurnZero ServiceCloud and Dialpad (e.g. activation CTAs health score changes NPS follow-ups).
Curate and share content newsletters and product updates to enhance engagement.
Data Analysis & Reporting
Perform account insight analysis to identify pain points and recommend improvements.
Track and report on KPIs such as Gross Revenue Retention (GRR) CSAT health scores and CTA completion.
Collaboration
Work closely with Account Managers for pre-renewal health clinics and account reviews.
Maintain shared notes and updates in CS platforms to ensure consistent customer experience across the pool.
Qualifications:
College Graduate with 2-3 years relevant experience. At least 1-2 years as SME
Strong understanding of Customer Success/Sales principles and SaaS business models.
Experience 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.
Ability to manage multiple accounts simultaneously in a fast-paced environment.
Willing to work onsite in Alabang site on night shift
Strong understanding of Customer Success/Sales principles and SaaS business models.
Experience 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.
Ability to manage multiple accounts simultaneously in a fast-paced environment.
Willing to work onsite in Alabang site on night shift
Key Skills
- Close Protection
- Credit Control
- Customer Service
- Government
- Analytics
