Customer Service Representative

2 weeks ago

Bonifacio Global Metro Manila, Philippines iOPEX Technologies Full time

About the Role:

We are seeking a skilled and detail-oriented Data & Business Intelligence Lead will own the end-to-end data strategy and analytics for the renewals pipeline. This includes identifying churn risks, building predictive models, delivering actionable dashboards, and helping cross-functional teams make informed decisions that improve renewal rates, account health, and customer lifetime value.

Key Responsibilities:

Data Analysis & Reporting

  • Develop, maintain, and automate dashboards and reports to monitor renewal performance metrics (renewal rates, churn, upsell, downgrades, etc.)
  • Track KPIs and customer lifecycles to identify trends and patterns.
  • Analyze reasons for non-renewals and provide data-backed recommendations to mitigate churn.

Business Intelligence Strategy

  • Design and implement scalable BI solutions that support the renewals team in proactive account management.
  • Work closely with Customer Success, Sales, and Finance to provide insights into forecasting, pipeline health, and revenue recovery opportunities. Build models to predict customer churn, renewal probability, and retention ROI.

Renewals Forecasting & Optimization

  • Create models and tools for renewal forecasting based on customer behaviour, product usage, support interactions, and payment history.
  • Work with Revenue Operations to refine renewal strategies and account segmentation. Conduct A/B testing and impact analysis for pricing or engagement strategies.

Cross-Functional Collaboration

  • Support Sales and Customer Success teams and renewals playbooks and data-driven customer insights.
  • Assist Finance and Leadership with quarterly revenue projections and board reporting.

Required Skills & Qualifications:

  • Bachelor's or master's degree in data science, Business Analytics, Computer Science, or related field.
  • At least 2 years of experience in a Business Intelligence, Data Analysis, or Revenue Ops role, ideally in a subscription-based environment.
  • Strong hands-on experience with SQL, BI Tolls like Tableau, Power BI, Looker, or Mode.
  • Proficiency in Excel/Google Sheets, Google Analytics, and data modelling
  • Familiarity with CRM and CS platforms (e.g. Salesforces, Gainsight, Zendesk, HubSpot)
  • Excellent verbal and written communication skills.
  • Flexibility to work during U.S. business hours (PST).
  • Can work 100% on site in BGC Taguig

Interested? Here are ways to reach us:

  • Send a message to Steph)

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