Customer Experience Operations Manager at Tanium Full Time

Job Duties and Responsibilities:

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations).
• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs.
• Develop new business processes in partnership with Customer Success leadership and cross-functional teams.
• Manage the rollout of processes, including thoughtful timing.
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers.
• Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends.
• Manage mapping and documentation of customer success processes.
• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions.
• Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform.
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies.
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release.

Requirements:

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics).
• 5+ years of Gainsight configuration and administration experience, a complex prior initial implementation is a plus.
• Gainsight NXT Administration Certificate.
• Working knowledge of Salesforce objects and data.
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
• Experience working in customer success, or equivalent understanding of key customer success principles and standard SaaS business metrics.
• Demonstrated proficiency in project management, business analysis, and problem-solving.
• Experience working in cross-functional teams and interacting with senior leadership and managers.
• Self-starter, demonstrating leadership of owned projects.
• Excellent written and verbal communication and presentation skills.
• Strategic thinking and prioritization.
• Problem solver with a systems mindset.

Benefits:

• The annual base salary range for this full-time position is $85,000 to $250,000.
• Equity awards.
• Generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.