
Customer Success Delivery Expert
1 day ago
We are seeking a highly skilled professional to oversee the customer success operations and drive strategic initiatives that support business growth.
- Main Responsibilities:
- Design and Optimize Customer Journey: Define and refine workflows to support customer-facing teams, standardize playbooks, renewal processes, health scoring models, and customer journey maps.
- Manage CS Tech Stack: Act as the primary administrator and owner of Gainsight and Salesforce for the CS organization, manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling.
- Drive Automation and Efficiency: Drive automation to reduce manual work and improve efficiency, build and maintain reporting dashboards for leadership.
- Provide Insights and Recommendations: Track KPIs and provide insights that drive customer outcomes and operational efficiency, conduct root cause analysis on churn or support bottlenecks, and propose solutions.
- Analytical Mindset: An analytical mindset with the ability to turn data into actionable insights.
- Experience in SaaS/Subscription Business Models: Experience with SaaS / subscription business models.
- Strong Technical Skills: Hands-on Gainsight administration & strong Salesforce skills.
- Proven Track Record: A proven track record of designing scalable processes for customer-facing teams.
This role offers an exciting opportunity to work in a fast-paced, collaborative environment where your ideas will shape how we serve our customers.
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