Assistant Operations Manager, Muntinlupa

Customer Engagement & Support

• Manage customer interactions using a pooled support model, responding to system triggers and alerts (e.g., usage drops, declining health scores)
• Identify 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, including onboarding, adoption, pre-renewal, and post-renewal
• Monitor and act on triggers from platforms such as ChurnZero, ServiceCloud, and Dialpad (e.g., activation CTAs, health score changes, NPS follow-ups)
• Curate and distribute content, newsletters, and product updates to enhance customer engagement

Data Analysis & Reporting

• Perform account insight analysis to identify customer pain points and recommend improvements
• Track and report key performance indicators (KPIs) including Gross Revenue Retention (GRR), CSAT, health scores, and CTA completion

Collaboration

• Partner closely with Account Managers for pre-renewal health checks and account reviews
• Maintain accurate and up-to-date notes in Customer Success platforms to ensure a consistent customer experience across the pool

Qualifications:

• College graduate with 56 years of relevant experience
• At least 23 years in a Lead or Supervisor role, managing a team of Customer Success Representatives
• Strong understanding of Customer Success and Sales principles within a SaaS business model
• Hands-on experience with Customer Success platforms such as ChurnZero, Planhat, or Gainsight, including trigger-based workflows
• Strong analytical skills with the ability to interpret health scores, usage data, and customer feedback
• Proven ability to manage multiple accounts in a fast-paced environment
• Willing to work onsite in Alabang on a night shift

Location: Alabang (Onsite)

Shift: Night Shift