Operations Tech I supporting manufacturing processes in medical device production. Collaborating with engineering on improvements and assisting training operators in a 2nd shift role.
About the role
- Gainsight Operations Analyst managing Gainsight platform and integrating data insights for optimal customer success. Driving digital engagement strategies and overseeing automated workflows for customer journeys.
Responsibilities
- Serve as our SME for the Journey Orchestrator by designing and launching high impact automated workflows that drive our digital first CS strategy for long tail customers.
- Lead the technical integration of Gainsight CC and PX into CS to ensure product usage and community data flow seamlessly to create a unified view of the customer.
- Manage the data pipeline from Gainsight to Snowflake by bridging the gap between CS insights and BI tools like Domo or Tableau to power executive level reporting.
- Own the implementation and management of global Surveys within Gainsight to turn customer feedback into actionable health scores and playbooks.
- Transition our instance from initial setup to a high performance engine by managing daily configurations, Rules Engine logic, and reporting dashboards.
- Act as the platform gatekeeper by balancing stakeholder demands and prioritizing the highest impact enhancements to ensure Gainsight CS evolves with the business.
Requirements
- 5+ years of dedicated experience in Gainsight administration and system configuration.
- Strong understanding of customer journey mapping and digital engagement strategies within a SaaS environment.
- Highly organized and self-directed, with a proven ability to prioritize tasks in a fast-paced, goal-oriented environment.
- Solid grasp of data management principles, including familiarity with SQL, APIs, and system integrations.
- Proven track record of managing a Gainsight CS instance with specific mastery of Journey Orchestrator and the Rules Engine.
- Hands-on experience connecting Gainsight PX and CC to a central CS instance to trigger behavior based automation.
- Experience in Snowflake and SQL plus experienced in exporting Gainsight data into BI environments like Domo or Tableau.
- Deep knowledge of implementing NPS, CSAT, and relational surveys directly within the Gainsight platform.
- Strong project management skills with the ability to manage a complex backlog and deliver results in a fast paced environment.
- Background in Digital Success or Scale CS with the knowledge of how to use automation to provide a personalized experience to a massive long tail customer base.
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Paid Parental Leave
- Employee Stock Purchase Plan
- Tax savings plans for health, dependent care and commuter expenses
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