Group 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: Group Manager - Customer Success & Retention
Location: Alabang
Work Mode: Onsite Night Shift
Qualifications:
Education: Bachelors 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
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.
