Lead Associate - Operations[Hi-Tech & Professional Services]

Urgently hiring for one of our direct clients in the Philippines.

Overview

Job Title: Lead Associate - Operations

Location: Alabang (Onsite)

Mode: Night Shift

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.