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Customer Success Solution Consultant
2 months ago
- Design and implement Gainsight solutions that align with our CS Ops objectives, optimizing customer success operations.
- Configure and maintain Gainsight features like Journey Orchestrator (JO) , Scorecards , CTAs , and Playbooks to streamline internal processes and improve customer outcomes.
- Operational Excellence & Strategy:
- Drive improvements in customer success workflows by optimizing Scorecards and automating customer journeys with Gainsight JO .
- Collaborate with the CS Ops team to monitor customer health, automate insights, and ensure data accuracy in Gainsight.
- Implement best practices to standardize processes, reporting, and CS metrics across the organization using Gainsight.
- Customer Engagement:
- Lead the creation of dashboards and reports that provide actionable insights for customer health monitoring and engagement.
- Cross-Functional Collaboration:
- Collaborate with internal teams across Sales, Customer Success, and Product to ensure Gainsight is fully leveraged within the CS Ops function.
- Partner with IT and CRM teams to integrate Gainsight with other platforms (e.g., Salesforce) for seamless data flow and reporting.
- Technical Expertise:
- Provide advanced Gainsight administration and troubleshooting, ensuring alignment with operational and business needs.
- Maintain and enhance the Gainsight rules engine , ensuring automation and data accuracy across all CS Ops workflows.
- Identify opportunities for continuous improvement in Gainsight configuration to increase operational efficiency.
Key Qualifications:
- Experience :
- 5+ years of experience in customer success, solutions consulting, or CS Ops roles with hands-on expertise in Gainsight.
- Proven experience in configuring and optimizing Gainsight features like Journey Orchestrator , Scorecards , and CTAs .
- Technical Skills :
- Strong proficiency in Gainsight platform administration, configuration, and rules engine management.
- Solid understanding of CS Ops metrics and how to manage them through Gainsight.
Preferred Certifications:
- Gainsight Administrator Certification is preferred.
About Hexagon:
Hexagon is a global leader in sensor, software and autonomous solutions. We are putting data to work to boost efficiency, productivity, and quality across industrial, manufacturing, infrastructure, safety, and mobility applications.
Our technologies are shaping urban and production ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 20,000 employees in 50 countries. Learn more at hexagon.com and follow us @HexagonAB.
© 2019 Hexagon AB and/or its subsidiaries and affiliates. All rights reserved.
