Software Management Analyst

1 week ago

Makati City, National Capital Region, Philippines KMC Solutions Full time
Customer Success Operations Analyst

Join KMC Solutions, a leading all-in-one marketing platform, as a Customer Success Operations Analyst. In this role, you will play a crucial part in enhancing company efficiencies and productivity by developing cross-functional processes. You will work closely with the Director of Customer Success Operations to create strategic procedures and methodologies, implementing them to provide customers with a superior experience and swift problem resolution.

Key Responsibilities:
  • Organize and maintain the CS process repository and CS organizational chart
  • Maintain a working proficiency in the CS Tech Stack tools to identify opportunities for efficiency within workflows, craft new processes, and train CS team members
  • Leverage usage data in the Tech Stack tools to enforce workflow adherence among team members
  • Continually audit and refine Tech Stack best practices and educate CS teams to drive consistency
  • Assist in building data-driven KPI metric dashboards
  • Collaborate with CS team members to drive effective cross-functional alignment
  • Provide ad-hoc Customer Success project support
Requirements:
  • 2+ years of experience in a similar role in a SaaS environment
  • Four-year bachelor's degree in a relevant field of study
  • Effective communication skills, both written and verbal
  • Strong interpersonal skills and proven success in cross-functional collaboration
  • Advanced proficiency with MS Office Suite, especially Excel and/or Google Sheets, and experience with Salesforce, Gainsight, Zendesk, and/or ClickUp is a plus
  • The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant and overt micromanagement
  • Proven ability to take in information from multiple sources and succinctly present findings and recommendations
  • Self-motivation and willingness to take initiative
  • Ability to use processes, metrics, and reporting to understand success, failure, and improvement areas
  • Inquisitive nature with demonstrated ability to gain expertise quickly
  • Established problem-solving capabilities
  • Strong organizational and analytical skills with a keen attention to detail
  • Customer-first mentality
  • Ability to think creatively and be persistent
  • Coachable, open to feedback, and dedicated to constant self-improvement
What We Offer:
  • Attractive salaries and benefits
  • Unlimited MadMax Coffee
  • Diverse learning and growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above-standard leaves

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu, and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

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