Customer Success Lead
Booth and Partners Pte Ltd
OpenLoop Health — Customer Success Lead
People Leadership & Team Management
Direct Supervision: Manage, support, and mentor a team of Customer Success Specialists (CSS), covering daily performance monitoring, attendance tracking, workload distribution, and team concern resolution.
Onboarding & Coaching: Facilitate onboarding, lead ongoing training initiatives, and provide structured coaching and feedback.
Performance Accountability: Hold team members accountable to established performance standards and metrics, with direct accountability for team outcomes and progress.
Client Management & Operations
Program Delivery: Drive end-to-end client program delivery through proactive communication, swift issue resolution, and timely reporting.
Contractual Alignment: Manage client expectations by maintaining a deep understanding of client agreements and aligning services with contractual obligations.
Needs Assessment: Gather complex client requirements and coordinate internal resources to support client care delivery systems.
Communication & Detail: Execute tasks with a high sense of urgency, strong attention to detail, and clear written/verbal updates for external and internal stakeholders.
Process Improvement & Strategy
Performance Systems: Define, implement, and refine performance measurement systems to enhance operational excellence.
Workflow Optimization: Continuously evaluate existing processes, identify operational gaps, and optimize technical workflows to boost service delivery efficiency.
Internal Guidance: Provide targeted training and guidance to internal teams on operational requirements necessary for seamless service execution.
Cross-Functional Collaboration & Quality
Seamless Patient Journey: Partner with clinical and non-clinical teams to guarantee a consistent, high-quality patient journey.
Cross-Departmental Synergy: Collaborate across Clinical, Non-Clinical Patient Support, and Customer Success departments to support client accounts.
Data Integrity & Compliance: Maintain complete, accurate, and timely updates within internal systems while ensuring strict data security compliance.
Technical Issue Escalation: Proactively identify, document, and escalate technical or systemic issues when tools fail to perform as intended.
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3000 Php
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7 $ per hour
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