Group Manager-Operations (Customer Success & Retention)
Teknowiz View all jobs
- Alabang, Muntinlupa City
- Permanent
- Full-time
Education: Bachelor's 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 scheduleKey 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.