Assistant Manager- Operations (Customer Success & Retention)
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Job Location:
Alabang - Philippines
Monthly Salary:
Not Disclosed
Posted on:
5 days ago
Vacancies:
1 Vacancy
Job Summary
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
Team Leadership & Development
o Build manage coach and mentor a team of 8 Tech Touch CSMs to deliver consistent high-quality customer engagement.
o Set clear goals monitor performance and provide regular feedback to ensure alignment with KPIs.
o Foster a culture of collaboration continuous learning and customer-centricity.
Operational Management
o Oversee execution of Tech Touch workflows across onboarding adoption pre-renewal and post-renewal stages.
o Ensure timely response to triggers (e.g. health score drops usage decline) and adherence to best practices.
o Optimise resource allocation within the pooled model to maximize efficiency and responsiveness.
Strategy & Process Improvement
o Collaborate with CE leadership to refine Tech Touch engagement strategies and implement automation where possible.
o Analyse team performance data and customer insights to identify trends and drive improvements.
o Contribute to the development of content training programs and customer journeys for Tech Touch segments.
Cross-Functional Collaboration
o Partner with Account Managers for pre-renewal health clinics and strategic account reviews.
o Work closely with Product Marketing and Support teams to align customer success initiatives with business objectives.
