Assistant Manager

1 week ago

Ayala Alabang, National Capital Region, Philippines Teknowiz Full time

Urgently hiring for one of our direct clients in the Philippines.

Job Title: Assistant Manager - 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.

Qualifications

  • College Graduate with 5-6 years relevant experience. At least 2-3 years of experience as a Lead/Supervisor handling a team of Customer Success Representatives
  • 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

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