Digital Customer Experience Associate

Gainsight is a venture-backed, fast-growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customer relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform of choice for many leading companies like Box, Adobe, and Workday. We've been recognized as one of the** top 50 mid size companies in India by ‘Great Place To Work’** and top 100 private cloud companies in the world by Forbes, one of the fastest growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. The company has offices in Hyderabad, Bengaluru, Tel Aviv, California, Phoenix, St. Louis and London.

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.

**_ What You'll Do_**

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.

**What We're Looking For**
- 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

**_Why You’ll Love It Here_**
- **_Our Attitude:_**_ We’ve created a new industry from scratch, and we’re on the fast track_
- **_Our Leadership:_**_ We offer the leading tech solution for driving Customer Success._
- **_Our ROI:_**_ Reduce customer churn, increase up-sell, and improve customer satisfaction._
- **_Our Impact:_**_ We help our customers make millions of dollars more per year._
- **_Our Clients:_**_ Big companies like Box, Adobe, Marketo, and many others._
- **_Our Team:_**_ Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey)._
- **_Our Values:_**_ They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends_
- **_Our Office:_**_ If you showed up one day, you might find anything from karaoke