Key Responsibilities
- 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
- Understanding of user experience
- Proficient in MS Office (PPT & Excel)
