Customer Success Operations Specialist

1 week ago

Bengaluru, Karnataka, India beBeeOperations Full time ₹ 15,00,000 - ₹ 25,00,000
About the Job

This position focuses on ensuring seamless customer success through efficient operations management. The Operations Manager will collaborate closely with cross-functional teams to establish customer success objectives, strategies, and tactics for scaling effectively.

  • The primary responsibility is to drive the strategic vision, implementation, and continuous improvement of Gainsight platform enhancements that align with organizational customer success goals.
  • Key tasks include gathering and prioritizing requirements, monitoring platform performance, identifying areas for optimization, and implementing enhancements that drive key metrics such as customer health, retention, and expansion.

Main Responsibilities:

  • Elevate operational efficiency by ensuring Gainsight ongoing enhancements align with organization's strategic goals for customer success.
  • Cultivate collaboration with various departments such as Customer Success, Sales, Marketing, Data Analytics, and IT to gather requirements, prioritize features, and ensure seamless integration and adoption of Gainsight.
  • Leverage data and analytics to track and measure results for CSM related initiatives and metrics.
  • Support the rollout of processes, programs, and tools to improve the CSM team's effectiveness.

Requirements:

  • 5+ years experience in Business Operations capacity.
  • Proficiency in Microsoft Office (Excel, PowerPoint).
  • Salesforce application/reporting skills.
  • Experience with Gainsight.
  • Strong overall reporting/analytics skills.
  • Excellent written and verbal communication skills.

About You:

  • Analytical thinker with the ability to break down complicated issues and simplify complicated processes.
  • Relevant experience in technology industry (SaaS preferred).

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