Software Management Analyst - Night Shift/Hybrid (Makati)

Make your next big career move by applying as KMC Solutions’ next CUSTOMER SUCCESS OPERATIONS ANALYST

SOCi is a leading all-in-one marketing platform built specifically for "next-level" multi-location marketers. Our customers include top brands and influencers like Ace Hardware, Sport Clips, and Anytime Fitness who have the impossible challenge of managing their digital presence across 100s or 1000s of locations. SOCi platform makes the impossible, possible by enabling top brands and their locations to strengthen and scale their digital presence across hundreds and thousands of local search and social pages while protecting what matters most, their reputation.
Our accolades include:

Inc. 5000 honoree three years in a row for Fastest Growing Companies in America
Entrepreneur magazine's #1 Marketing Provider for Franchises, and top provider three years in a row
Front Runner for Gartner's SoftwareAdvice.com in Reputation Management
Top 100 rank on Financial Times The Americas' Fastest Growing Companies 2020
The Role:

The Customer Success Operations Analyst is responsible for enhancing company efficiencies and productivity via cross-functional process development. This individual will become intimately knowledgeable in the tools that the various CS departments leverage including, but not limited to: Support Ticketing, CRM software (Gainsight & Salesforce), Project Management, SOCi Knowledge Base, Learning Management System, etc. The analyst will work with each CS department (CSMs, Professional Services, Implementation, Support, and Training) to document and maintain lists of workflow processes/playbooks to ensure consistency and effective communication across teams. They may also be required to facilitate process training, and monitor and enforce existing processes, while analyzing their effectiveness.

The Analyst role will report to and work closely with the Director of Customer Success Operations to create strategic procedures and methodologies and then implement production in order to provide customers with a superior experience, and swifter problem resolution. This will include assisting with reporting on process implementation and adoption, as well as team success metrics. This person will strive to be a SOCi product expert so that they can understand how the SOCi CS tech stack can help the Customer Success teams exceed the goals of our customers and maintain our world class service and time-to-value.

Responsibilities will also involve supporting the existing CS Operations team in the administration of our tech stack tools, as needed. These may include Gainsight, ClickUp, Organimi, etc. The ideal candidate will have experience working directly with third party efficiency tools in a team environment, while having strong data analysis skills to parse patterns from disparate sets of information.

On top of your salary, here are the exciting benefits you can look forward to:

Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves
The main responsibilities of a CUSTOMER SUCCESS OPERATIONS ANALYST include:

Organize and maintain the CS process repository as well as the CS organizational chart
Maintain a working proficiency in the CS Tech Stack tools to be able to identify opportunities for efficiency within workflows, craft new processes where necessary to increase results, and train CS team members on effective usage of our platforms
Leverage usage data in the Tech Stack tools to help enforce workflow adherence among each responsible team member
Continually audit and refine Tech Stack best practices and educate CS teams in them to drive consistency
Assist in building data-driven KPI metric dashboards
Collaborate with CS team members to drive effective cross-functional alignment among the teams
Provide Ad-hoc Customer Success project support
To apply, you must be an expert on the following requirements:

2+ years experience in a similar role in a SaaS environment
Four-year bachelor’s degree in relevant field of study
Effective communication skills, both written and verbal
Strong interpersonal skills & proven success in cross-functional collaboration
Advanced proficiency with MS Office Suite (especially Excel and/or Google Sheets) and any experience with Salesforce, Gainsight, Zendesk, and/or ClickUp is a plus
The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
Proven ability to take in information from multiple sources and succinctly present findings and recommendations
Self-motivation/willingness to take initiative
Ability to use processes, metrics and reporting to understand success, failure and improvement areas
Inquisitive nature with demonstrated ability to gain expertise quickly
Established problem-solving capabilities
Strong organizational and analytical skills with a keen attention to detail
Customer-first mentality
Ability to think creatively and be persistent
Coachable, open to feedback and dedicated to constant self-improvement
The successful candidate must submit the following pre-employment requirements

Scanned copy of valid NBI Clearance
Accomplished Medical or PEME Slip (covered by KMC)
2x2 & Half body picture with white background
Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
Photocopy of 2 valid IDs – front & back (government-issued)
Clear copy of your Birth Certificate (PSA or NSO)
Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!