Assistant Manager – Operations (Hi Tech and Professional Services)

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)...