Responsibilities
Data
- Develop deep understanding of the metrics that drive Customer Success and manage Customer Success data with the goal of driving insights to actions
- Ensure data quality across various systems of record and flag areas of continuous improvement
- Monitor dashboards daily and communicate actionable insights to CS leaders to guide short- and long-term execution of goals
Process
- Provide project/program management and manage day-to-day CS operations tasks (e.g., reporting and analysis)
- Fully document existing and new/improved processes in a centralized location
- Collaborate with cross-functional teams (sales,marketing, product, operations, compliance, etc.) to implement customer experience process improvements
Technology
- Directly contribute to the CS business strategy by designing and implementing new or improved technical processes and workflows within the CS technology stack
- Design and implement digital success programs and journey orchestration within Gainsight for the tech-touch customer segment
- Manage our systems and tools as well as the implementation of new solutions, including requirement gathering, design, testing, training, successful roll out and continuous improvements within the CS technology stack
- Make recommendations to improve effectiveness and efficiencies or our tools through development and adoption of best practices and standardized procedures
Requirements
- Strong analytical, problem-solving, and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do advanced analytics in Excel
- Ability to think big and deliver initiatives from conception through completion
- Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment
- Ability to analyze quantitatively, problem-solve, and scope business requirements