Senior Customer Success Operations Analyst (Gainsight Admin)
GitLab
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Senior Customer Success Operations Analyst
Responsibilities
Product Manager of Gainsight — Lead the way to the ideal, effective Gainsight deployment of the future resulting in successful customers.
- Solution design — Build, test, & deploy system configurations (customer journeys, health scores, calls to action, etc.) within sprint processes. At least 50% of time will be dedicated to hands-on system admin work
- Solution design — Collaborate with cross-functional end users to gather business requirements that impact Gainsight, and configure the system to meet those needs (partnering with other operations teams as needed)
- Business processes — Work with Customer Success leaders to define the Gainsight deployment strategy
- Business processes — Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
- Architectural design — As a Gainsight subject matter expert, provide Gainsight expertise related to application architecture, data quality, and enhancement requests
- Architectural design — Analyze current system architecture and make recommendations for design improvement
- Change management — Manage the rollout of processes, including thoughtful timing
- Solution design — Configure and administer Gainsight to support the needs identified by our organization
- Upkeep — Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
- Upkeep — Manage mapping and documentation of customer success processes
- Enablement — Collaborate with Customer Success enablement to develop training and enablement to drive efficiency
- Leadership — Leads cross-functional team initiatives and provides oversight to Customer Success
Requirements
- Extensive experience supporting Customer Success
- Level 3 Gainsight certified, preferred
- Self-sufficient, ability to handle ambiguity and multiple stakeholders
- Ability to intake requests, design, define requirements, build, and train CSMs
- Strong operational experience with leading CS or Sales operations teams focused on post-sale initiatives
- Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
- Articulate to transfer technical to business
- Gainsight evangelist: knows the product so well and are able to espouse the virtues and values of it within GitLab
- Progressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success
- Progressive experience in program management and/or operations
- Excellent problem solving, project management, interpersonal and organizational skills
- Interest in GitLab, and open source software
- You share our values and work in accordance with those values
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