Customer Experience Operations Manager

About the Role

Key Responsibilities

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations).
• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed).
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds.
• Develop new business processes in partnership with Customer Success leadership and cross-functional teams.
• Manage the rollout of processes, including thoughtful timing.
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers.
• Help users develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends.
• Manage mapping and documentation of customer success processes.
• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions.
• Monitor system performance, data integrity, and user activity and make suggestions for continuous improvement of the Gainsight platform.
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies.
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release.

Requirements

• Bachelor's degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science).
• 5+ years of Gainsight configuration and administration experience, with a complex prior initial implementation considered a plus.
• Gainsight NXT Administration Certificate is a plus.
• Working knowledge of Salesforce objects and data.
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
• Experience working in customer success or an understanding of key customer success principles and standard SaaS business metrics.
• Proficiency in project management, business analysis, and problem-solving.
• Experience working in cross-functional teams and interacting with senior leadership and managers.
• Self-starter demonstrating leadership of owned projects.
• Excellent written and verbal communication and presentation skills.
• Strategic thinking and prioritization skills.
• Problem solver with a systems mindset.

Nice to Have

• Experience with complex Gainsight implementations.
• Experience working with Salesforce objects and data.
• Gainsight NXT Administration Certification.

Qualifications

• Bachelor's degree or equivalent experience in relevant fields such as customer success, operations, business analysis, data analytics, database administration, or computer science.

Benefits & Perks

• Annual base salary range of $70,000 to $215,000, with actual offer based on location, education, skills, training, and experience.
• Equity awards.
• Medical, dental, and vision plans.
• Family planning benefits.
• Health savings account, flexible spending account, transportation savings account.
• 401(k) retirement savings plan with company match.
• Life, accident, and disability coverage.
• Business travel accident insurance.
• Employee assistance programs.
• Disability insurance.
• Volunteer time off (VTO) of 5 days.