Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a technology company specializing in enterprise-grade conversational artificial intelligence (AI) solutions.. This job offers an onsite work set-up, based in Manila (Philippines).
Job Summary
They're looking for a dynamic and visionary Service Delivery Lead to own the entire customer lifecycle-from the first technical pitch to strategic long-term growth and optimization. You won't just manage accounts; you'll be the trusted advisor to C-Suite stakeholders, driving product adoption, identifying high-impact growth opportunities, and leading a team that executes flawless technical solutions.
Key Job Responsibilities:
- Lead, organize, and execute the onboarding of new clients, ensuring smooth knowledge transfer and solution deployment.
- Engage with clients regularly through quarterly business reviews, roadmap presentations, and product training sessions.
- Drive presales activities including solution design, technical presentations, product demonstrations, and proposal support.
- Manage change requests and incident response according to SLA, leveraging deep product knowledge and client context to offer effective solutions.
- Analyze product usage data and key business metrics to proactively improve adoption, prevent churn, and uncover upselling opportunities.
- Identify and close gaps between client expectations and business performance of the solution (e.g., talkbot), and lead optimization initiatives with internal task forces
- Partner with the sales team in renewal, upselling, and account expansion efforts by aligning technical solutions with customer growth stages.
- Act as a trusted advisor to C- and D-suite stakeholders, guiding clients on both technical and business aspects.
- Manage and mentor the delivery/presales team to ensure consistent quality of service and scalability of operations.
Key Job Qualifications:
- Minimum 8 years of experience in presales, solution consulting, customer success, or account management within enterprise technology or related industries.
- Proven experience in technical presales (solution design, proposal development, product demos, RFP/RFI handling) and customer success (renewals, upselling, adoption, and retention).
- Prior experience in fintech, martech, or enterprise software/services is highly advantageous.
- Strong communication skills with proven track record working with C- and D-suite stakeholders.
- Fluency in Mandarin are strongly encouraged to apply, as this skill is a valuable resource for engaging with our Chinese-speaking partners/clients.
Capabilities & Personality:
- Strong leadership skills with the ability to manage, mentor, and grow a team.
- Excellent communication, presentation, and negotiation skills
- Empathetic and confident in handling client concerns, complaints, or conflict resolution.
- Data-driven decision maker; able to quickly identify trends and resist unsupported assumptions.
- Strong prioritization and time management skills.
- Problem-solving mindset with a "take charge" personality and consistent follow-through.
