Digital Customer Experience Associate

4 weeks ago

Hyderabad Telangana, India Gainsight Full time

Company Overview:
**Why Gainsight?**

**We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.**

At Gainsight, our mission is to be living proof you can win in business while being human-first.

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Job Overview:
As a Digital Customer Experience Associate, you’ll join the CS Ops team as a critical resource to help us envision, launch, measure, and continuously improve our 1:Many efforts. You will work closely with our digital programs team to create engagements that support retention, expansion, and advocacy across all customer segments, and especially our smallest customers.

Qualifications:

- Strong written and verbal communication
- Knowledge of digital adoption and/or analysis tools: Gainsight PX, Pendo, Walkme, Amplitude, Heap, etc.
- Experience designing and creating digital assets that are visually appealing and engaging
- Project management skills; ability to execute on key milestones and deliverables in a timely manner
- Basic knowledge of user and customer journeys
- Effective problem-solving; resourcefulness
- Highly organized; responsive to the needs of your customers and team
- Brings a learning mindset; coachable
- Ability to build relationships
- Comfortable with basic data analysis, PowerPoint, Excel, Google Slides, and and Google Sheets
- Ideal_
- Experience with Gainsight PX
- Knowledge of Gainsight PX best practices and principles of product-led growth
- Experience with HTML / CSS
- CS domain knowledge, inclusive of the customer journey
- Technical copywriting experience, especially microcopy
- Basic video editing

**Responsibilities**:
Digital Customer Experience Designer will be your primary partner to execute and run our digital-led motions. You’ll also work with other stakeholders to develop ideas and align on plans, such as Product, Technical Communications, Product Marketing, and Customer Marketing. Especially leveraging our Gainsight PX technology, your programs will target customers of Gainsight CS. This is an opportunity to help trailblaze an innovative digital-led program and build rich cross-functional relationships. You’ll impact the success of our customers while also creating a world-class blueprint for us to share as customer success thought leaders.
- Partner with our leader(s) of digital-led strategy and Digital Customer Experience Designer to help craft strategy and design of 1:Many programming across all Gainsight products.
- Maintain an understanding of the greatest pain points that we’re trying to address, such as: product areas with low adoption, ‘sticky’ workflows that more customers should adopt, inefficient CO workflows, and CO motions that can be automated
- Partner with teams who may be able to assist with creating messaging and building the programs, such as Customer Marketing and CSA.
- For each program, measure impact and learning goals, and monitor and measure activity to iterate towards more successful engagements.
- Identify and propose opportunities for us to drive greater maturity of Gainsight PX and 1:Many in general.
- Assist CS leadership with designing and building PX engagements that suit their goals, and thus support customers across their lifecycle. Partner with your manager to balance prioritization of these requests, and to create and communicate your roadmap.

Values & Benefits: Why You’ll Love It Here Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves. Gainsters love working here for several

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