Job Description

Responsibilities

• 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 2-3 years relevant experience. At least 1-2 years as SME
• 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