Senior Customer Success Operations Manager
3 weeks ago
Description
About Us:
Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at .
Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The are what drive and unite us across the globe.
About the Role:
We are looking for a Customer Success Operations Manager to join our global, dynamic Customer Success Enablement team. You will play a crucial role in driving value for our customers across the lifecycle, thanks to the Gainsight environment and related workflows you will configure and manage. You will drive efficiencies, collaborating with cross-functional teams to implement customer success & data strategies, and translating these into technical designs that you will implement in Gainsight.
You must have proven success designing and implementing Gainsight in a way that drives organisational transformation. You have a strong knowledge of customer success operations as well as experience with project management and process development. You are passionate about customer success, efficiencies, systems, data, and technology. You are driven to make life easier for your colleagues and our customers alike, by configuring systems for your colleagues to use in such a way that helps them succeed. Altogether, you will help take our platform to the next level by improving the existing architecture, and configuring and advancing of our Gainsight environment – within and beyond Customer Success.
What You’ll Do:
Own the architecture and configuration of Gainsight and data structuresAdvanced knowledge of designing and implementing Business Modeler/Relationships is required as well as data management, queries and integrationsKnowledge of Administrating Gainsight PX advantage Team up with our CS Enablement Manager, collaborate with cross-functional stakeholders to gather business requirements that impact Gainsight and other in-house systems eg. Salesforce and PBI, and configure Gainsight to meet those needs Work closely with other system administrators, data engineers, business analysts, and other stakeholders on system architecture (including APIs and data connectors) that support Sitecore’s business and analytical needs Make recommendations to improve existing architecture and data governance/ integrations and implement those recommendations, following process best practices and standardized procedures Investigate data queries and data integrity issues to ensure a high degree of confidence in the data represented in Gainsight Ownership of GS sandbox and leading a cross-functional team of admins who use itWhat You Need to Succeed:
Proven extensive Gainsight administration and development experience Advanced knowledge/ hands-on experience of data modeling and bionic rules, Business Modeler/Relationship design & deployment Passion for Customer Success and Digital Customer Experience Proven success designing and building technical solutions, including the creation of technical documentation - both post-build instructional documentation and pre-build explanations of how you’ve translated business requirements into prioritized technical requirements Understanding of data management principles, comfortable with SQL, adept at querying data, skilled at report writing and presenting findings Adept at blending data from multiple systems to create comprehensive, holistic views, and to translate complex data into consumable insights appropriate to the target audienceAdditional Skills That Could Set You Apart:
Bachelor’s Degree in Computer Science, Information Systems or related field Gainsight Associate Administrator Certification advantage Gainsight PX knowledge will be an advantageWhy you should click ‘Apply’
Sales and Customer Success are the key to our success We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel It’s never been a better time to join Sitecore as we look to grow by 30% YoY. Growth for us means growth for you and your career. Great team and company culture You can find out more about our company culture in the and on our . Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably.Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, colour, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.
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