Our internal expert on the Gainsight tool responsible for CX enablement and adoption to improve our ROI from the investment
Manage the strategic direction of the roadmap for Gainsight through stakeholder interviews and liaison with our vendor
Responsible for driving adoption of key behaviours in the tool through enablement and workflow improvement
Responsible for establishing measures of success and reporting against those measures, to guide future planning (support from Insight analyst)
Qualifications & Competencies
Minimum of 5 years of professional experience with a working knowledge of Customer Success and the SaaS lifecycle
Working knowledge of Gainsight
Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences
Experience managing projects and delivering to deadlines
Experience in CS or Sales enablement or other training via an elearning program
Experience working in a highly collaborative, dynamic, and team-oriented work environment
High level of general technical understanding
Easily adapts to new technology
Problem solving capabilities, attention to detail, data handling skills
