Customer Success Systems Administrator
5d ago
source : Shine

Responsibilities :

  • Work with Customer Success Operations Leadership to develop and execute an effective knowledge management strategy for Professional Services (PS), Customer Success Management (CSM) and Support teams
  • Be responsible for Gainsight Administration
  • Develop and curate effective on-boarding materials for all groups, create on-boarding schedules for new employees and mentor them through the on-boarding process
  • Work with Analytics working group to create meaningful reports and dashboards sourcing our data warehouse, using Tableau
  • Monitor the progress of various projects / programs and help ensure teams complete assignments in a complete and timely manner
  • Work with Marketing and Product management to communicate CS requirements for internal (training) and customer-facing collateral and ensure their quality and timely delivery
  • Perform research and gather supporting data related to CS operations, plays, projects and programs to answer executive questions about status and progress
  • Create presentations to be presented to other departments and for CS management to present to executive staff
  • Create and maintain customer-facing presentation materials for CSM and PS teams.
  • Create strategies to automate major, manual processes
  • Qualifications :

  • BS / BA in Business Administration, Finance, or a related field, required
  • 5+ years of relevant experience in an operations analyst role and / or a similar role, required
  • Have Gainsight Administration experience is essential
  • Experience Data Analysis using with common BI and data exploration tools (ie. Tableau development)
  • Strong Excel skills with experience manipulating large sets of data with the ability to turn raw data into presentations / stories
  • Querying and scoping (SQL, SFDC), analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories)
  • Excellent written and verbal communication and listening skills along with the ability to effectively communicate with various audiences, such as fellow individual contributors, team managers, and executive leadership
  • Self starter with a can doattitude with forward and critical thinking skills
  • Proficient working knowledge of Google Suite and creating (creative) slides / deck
  • Ability to effectively prioritize and manage recurring or ongoing tasks, one-off projects and on-demand requests
  • Ability to multitask and work independently in a fast paced environment
  • Ability to work independently, detail-oriented, and execution focused
  • Highly collaborative, team oriented, and comfortable leading cross-functional projects
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