Job Description

About Us

Location - Clark Freeport Zone, Pampanga, Philippines

Department - Customer

Function - Customer Success

Working Pattern - Hybrid

Benefits - Benefits at Ideagen

Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out

The Digital Success Team Leader manages the team of Portfolio Success Managers and Digital Success Managers in the Philippines and act as the onsite resource capable of monitoring the team in terms of performance and concerns.

Responsibilities

• Manage a team of Digital and Portfolio Success Managers. Ensure that all accounts follow the programs rolled out. Promote learning and upskilling across the team. Establish and monitor KPIs. Ensure high-performance across the assigned ARR portfolio.
• Develop, launch, and monitor comprehensive Customer Success strategies including activities surrounding product roadmaps, campaigns, adoption, satisfaction, expansion, and retention.
• Collaborate with cross-functional teams to create cohesive, personalized digital experiences throughout the customer lifecycle
• Implement, manage, and govern customer health scoring systems. Ensure that all systems and processes capture the same metric, following the same computation. Evaluate and measure digital programs against key targets for continuous improvement.
• Assess and curate customer feedback and scores to accurately define strategies and make decision points.
• Leverage data to monitor and drive usage, adoption metrics, ensure a segmented approach to engaging customers, and build proactive intervention processes.
• Own retention metrics and renewal processes while identifying expansion opportunities within the existing customer base.
• Engage customers as needed. Present relevant data including performance, usage, or trends.
• Implement and optimize digital success journeys including onboarding, training, and adoption initiatives.
• Stay abreast of industry trends and best practices in Customer Success including the adoption of AI and its benefit across the team.

Skills and Experience

• 5+ total years in Customer Success with 3+ years as team leader/supervisor, experience with digital-led success models and SaaS businesses
• Proven track record meeting retention targets, strong analytical skills, and experience with customer success platforms
• Experience in compliance/regulatory software preferred (GRC, Quality Management, Risk Management)

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

#LI-HT1 #LI-Hybrid #LI-Fulltime