Lead Associate-Operations (Customer Success & Retention, CSM)
Teknowiz View all jobs
- Alabang, Muntinlupa City
- Permanent
- Full-time
Proven experience in renewals, retention, or inside sales (preferably in SaaS or subscription-based businesses).
Strong understanding of Customer Success/Sales principles and SaaS business models/Retention Specialist
Familiarity with CRM tools (e.g., Salesforce, HubSpot).
Strong negotiation and closing skills.
Ability to manage a high volume of accounts efficiently.
Excellent communication and relationship-building skills.
Willing to work onsite in Alabang site on night shiftJob DescriptionRenewal Management
Own the end-to-end renewal process for long-tail accounts, ensuring contracts are renewed on time and revenue targets are achieved.
Negotiate renewal terms within established guidelines to maximise retention.
Retention Strategy
Identify at-risk accounts early and implement strategies to secure renewals.
Use data insights and engagement reports from the Tech-Touch CSM to prioritise accounts and tailor renewal approaches.
Collaboration with Tech-Touch CSM
Partner with the Tech-Touch CSM to leverage customer engagement insights and adoption data that support renewal conversations.
Align on timing and messaging for renewal outreach to ensure a coordinated customer experience.
Pipeline & Forecasting
Maintain accurate renewal pipeline and forecast in CRM systems.
Report on renewal performance and retention metrics regularly.Post-Sales Follow-Up
Conduct follow-up after renewal completion to confirm customer satisfaction with the process and address any outstanding questions related to the contract or commercial terms.
Gather feedback to improve future renewal experiences and share insights with the Tech-Touch CSM for ongoing engagement strategies.
Perform a structured handover to the Tech-Touch CSM team post-renewal, ensuring they have all necessary information to continue driving adoption and engagement.
Digital Renewal Process Optimisation
Be part of developing and optimising digital renewal workflows to ensure consistent, clear, and sufficient information is delivered throughout the renewal process.
Implement and maintain automated renewal campaigns using customer success platforms to streamline outreach and reduce manual effort.
Develop standardised digital communication templates for renewal notifications, reminders, and follow-ups.
Monitor and analyse digital renewal performance metrics (e.g., response rates, completion times) to identify areas for improvement and optimise processes.