Customer Experience Strategist

4 days ago

Delhi, Delhi, India beBeeDataAnalyst Full time ₹ 15,00,000 - ₹ 25,00,000

This role involves collaborating with business leaders and project teams to track key performance metrics. The goal is to ensure effortless onboarding of customers while enhancing the customer experience.

Key Responsibilities
  • Maintain a project cadence that focuses on quality by leveraging data from multiple systems.
  • Configure, deploy, and administer the Gainsight platform, including system configuration, reports, dashboards, end-to-end workflows, and 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.
  • Work with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds.
  • 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 understand contributors to customer health, sources of customer risk/churn, and positive trends.
  • Manage mapping and documentation of customer success processes.
  • Provide day-to-day support of Gainsight users, including answering questions, customizing designs, and implementing core functionality, workflow adjustments, user administration, security, and permissions.
  • Monitor system performance, data integrity, and user activity, making recommendations for 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.
Requirements
  • A minimum of 5 years of experience with a Bachelor's degree, or equivalent experience in a relevant field (customer success, operations, business analysis, data analytics, database administration, computer science).
  • Experience as an end-user of a CRM, customer support system, or marketing automation system.
  • The ability to rapidly learn unfamiliar systems/software.
  • Experience working in customer success, or equivalent understanding of key customer success principles.
  • Strong project management, business analysis, and problem-solving skills.
  • Experience working in cross-functional teams.
  • A self-starter with leadership skills.
  • Excellent written and verbal communication and presentation skills.
  • Strategic thinking and prioritization.
  • A problem solver with a systems mindset.
Favorable Requirements
  • Gainsight experience as an end-user.
  • Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification.
  • CRM administration experience or certification.
  • Customer-facing experience, especially as a Customer Success Manager.
  • Experience interacting with senior leadership and managers.
  • Experience in operations for customer success, sales, support, services, or marketing.
  • Experience in data analysis, business intelligence, and design of reports and dashboards.
  • Understanding of data structures, data modeling, and database management.

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