Customer Experience Process Manager
14 hours ago
Our ideal candidate will play a pivotal role in shaping the future of customer experience with AI.
This is an opportunity to own the systems and processes at the heart of our customer journey, ensuring that Gainsight, Salesforce, and other tools are powering not just day-to-day efficiency but long-term retention and expansion.
Key Responsibilities- Define, implement, and refine workflows to support customer-facing teams, including standardizing playbooks and renewal processes.
- Act as the primary administrator and owner of Gainsight and Salesforce, managing integrations between various tools.
- Drive automation to reduce manual work and improve efficiency, building and maintaining reporting dashboards for leadership.
- Track key performance indicators and provide insights that drive customer outcomes and operational efficiency.
The right candidate will possess strong analytical skills, ability to turn data into actionable insights, and 5+ years of experience in Customer Success or related operations roles.
They should have hands-on Gainsight administration experience, strong Salesforce skills, and proven track record of designing scalable processes for customer-facing teams.
Excellent communication and stakeholder management skills are essential for success in this role.
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