Lead, Success Services

Acquire Intelligence; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Acquire Intelligence, an award-winning global outsourcer, seeks a Dedicated Success Engineer (DSE) to manage designated strategic accounts, build trusted advisor relationships, and drive adoption and value realization across the platform.

You will coach and mentor DSE team members, coordinate with Support, Product, Professional Services, Customer Success, and Engineering, and help lead ongoing improvements to delivery, processes, and customer outcomes.

Responsibilities

• Serve as the assigned DSE for a designated strategic customer account.
• Develop and maintain trusted advisor relationships with customer stakeholders.
• Conduct regular customer meetings, service reviews, and planning sessions.
• Drive customer adoption, optimization, and platform value realization.
• Provide proactive recommendations to improve customer outcomes.
• Coordinate support, product, services, and customer success activities.
• Assist with escalations and complex customer issues.
• Maintain customer success plans, account roadmaps, action plans, and documented commitments.
• Provide day-to-day coaching for assigned DSE team members.
• Support onboarding and enablement of newly hired DSEs.
• Share best practices, customer success strategies, and technical knowledge.
• Conduct regular mentoring sessions and development discussions.
• Help team members navigate customer challenges, escalations, and complex delivery scenarios.
• Assist in developing future senior DSEs and team leads.
• Lead 1 to 1 sessions with your team each week.
• Drive consistency in DSE processes, standards, and customer engagement practices.
• Review customer plans, service reviews, and deliverables for quality and completeness.
• Help monitor team workload, capacity, utilization, and customer assignment strategy.
• Identify operational risks and proactively elevate concerns.
• Participate in workforce planning, resource allocation, and account transition discussions.
• Contribute to DSE playbooks, onboarding materials, program documentation, and operational guidelines.
• Act as a senior escalation resource for the DSE team.
• Assist with high-priority customer situations and complex support scenarios.
• Partner with Support, Product, Professional Services, Customer Success, and Engineering to remove blockers.
• Represent the DSE team in operational reviews and cross-functional planning discussions.
• Provide practical feedback to leadership on program risks, customer needs, and team readiness.
• Lead by example through strong customer engagement, ownership, and service delivery.
• Reinforce Riskonnect values and a customer-first Premium Services culture.
• Promote accountability, collaboration, knowledge sharing, and continuous improvement.
• Support employee engagement, retention, and career pathing initiatives.
• Serve as a trusted resource for managers, peers, and developing DSE team members.
• Join the A-Team and experience the A-Life!

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Essential Functions Dedicated Success Engineer Responsibilities

• Serve as the assigned DSE for a designated strategic customer account.
• Develop and maintain trusted advisor relationships with customer stakeholders.
• Conduct regular customer meetings, service reviews, and planning sessions.
• Drive customer adoption, optimization, and platform value realization.
• Provide proactive recommendations to improve customer outcomes.
• Coordinate support, product, services, and customer success activities.
• Assist with escalations and complex customer issues.
• Maintain customer success plans, account roadmaps, action plans, and documented commitments.

Coaching & Mentorship Responsibilities

• Provide day-to-day coaching for assigned DSE team members.
• Support onboarding and enablement of newly hired DSEs.
• Share best practices, customer success strategies, and technical knowledge.
• Conduct regular mentoring sessions and development discussions.
• Help team members navigate customer challenges, escalations, and complex delivery scenarios.
• Assist in developing future senior DSEs and team leads.
• Lead 1 to 1 sessions with your team each week.

Operational Leadership Responsibilities

• Drive consistency in DSE processes, standards, and customer engagement practices.
• Review customer plans, service reviews, and deliverables for quality and completeness.
• Help monitor team workload, capacity, utilization, and customer assignment strategy.
• Identify operational risks and proactively elevate concerns.
• Participate in workforce planning, resource allocation, and account transition discussions.
• Contribute to DSE playbooks, onboarding materials, program documentation, and operational guidelines.

Escalation & Cross-Functional Support

• Act as a senior escalation resource for the DSE team.
• Assist with high-priority customer situations and complex support scenarios.
• Partner with Support, Product, Professional Services, Customer Success, and Engineering to remove blockers.
• Represent the DSE team in operational reviews and cross-functional planning discussions.
• Provide practical feedback to leadership on program risks, customer needs, and team readiness.

Leadership Expectations

• Lead by example through strong customer engagement, ownership, and service delivery.
• Reinforce Riskonnect values and a customer-first Premium Services culture.
• Promote accountability, collaboration, knowledge sharing, and continuous improvement.
• Support employee engagement, retention, and career pathing initiatives.
• Serve as a trusted resource for managers, peers, and developing DSE team members.

Join the A-Team and experience the A-Life!