Senior Customer Success Operations Analyst (Gainsight Admin)

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Senior Customer Success Operations Analyst 

Responsibilities

Product Manager of Gainsight — Lead the way to the ideal, effective Gainsight deployment of the future resulting in successful customers.

• Solution design — Build, test, & deploy system configurations (customer journeys, health scores, calls to action, etc.) within sprint processes. At least 50% of time will be dedicated to hands-on system admin work

• Solution design — Collaborate with cross-functional end users to gather business requirements that impact Gainsight, and configure the system to meet those needs (partnering with other operations teams as needed)

• Business processes — Work with Customer Success leaders to define the Gainsight deployment strategy

• Business processes — Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends

• Architectural design — As a Gainsight subject matter expert, provide Gainsight expertise related to application architecture, data quality, and enhancement requests 

• Architectural design — Analyze current system architecture and make recommendations for design improvement

• Change management — Manage the rollout of processes, including thoughtful timing

• Solution design — Configure and administer Gainsight to support the needs identified by our organization

• Upkeep — Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

• Upkeep — Manage mapping and documentation of customer success processes

• Enablement — Collaborate with Customer Success enablement to develop training and enablement to drive efficiency

• Leadership — Leads cross-functional team initiatives and provides oversight to Customer Success

 

Requirements

• Extensive experience supporting Customer Success

• Level 3 Gainsight certified, preferred 

• Self-sufficient, ability to handle ambiguity and multiple stakeholders

• Ability to intake requests, design, define requirements, build, and train CSMs

• Strong operational experience with leading CS or Sales operations teams focused on post-sale initiatives

• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

• Articulate to transfer technical to business

• Gainsight evangelist: knows the product so well and are able to espouse the virtues and values of it within GitLab

• Progressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success 

• Progressive experience in program management and/or operations

• Excellent problem solving, project management, interpersonal and organizational skills

• Interest in GitLab, and open source software
• You share our values and work in accordance with those values

  Remote-GlobalThe base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.Colorado/Washington pay range$80,600—$155,500 USDCalifornia/New York/New Jersey pay range$80,600—$172,800 USD

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

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