Jobs and Careers

Business Operations Associate, Gainsight

United Statesfull_timeVerifiedPosted 13 May 2024

About the role

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

The Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Business Operations Associate drives service excellence for the Customer Success Management organization through optimizing and standardizing processes, methodology, and operations. This cross functional role focuses on Gainsight administration and strategy as a key mechanism to support client facing teams with tools and workflows to drive team and client performance.

Job Responsibilities

Scoping and implementation of new features in Gainsight and Salesforce to optimize and scale
Partner with Business Operations leadership and divisional leadership to identify opportunities to drive Gainsight process efficiency and quality
Drive consistency in tools and processes across service lines
Continuously evaluate opportunities to simplify and automate operational processes either managed by the Business Operations team or within the business
Partner with the business to identify opportunities to wick away operational work from client-facing teams
Facilitate the successful implementation of new programs and processes within your stakeholder organizations including driving adoption, building consensus and supporting end users
As a subject matter expert, lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes.
Scope out and design operational support activities for new business lines
Create and maintain supporting documents and collateral that enable stakeholders
Ensure the timeliness and accuracy of operational activities supported by the Business Operations team
Align tactical work, processes, and systems across all services tiers within Customer Success
Support the maintenance and data integrity of Gainsight system
Develop and monitor accountability frameworks to ensure the business continues to follow best practice
Become a go-to expert on Customer Success data and goals
Partner with other key operational teams including Sales, Voice of the Customer, and Finance to optimize current processes and deliver on high-quality operational support
Front line day-to-day support for the Customer Success Management team, including data quality troubleshooting, process and workflow support, system performance and automation
Internal and external release management and documentation
Enablement and tool training for new team members

Typical Qualifications

1+ years of recent Gainsight administration experience required (UX, Rules, Journey Orchestrator, Success Profiles, CTAs, Schedules, APIs, Dashboards and Reporting)
2+ years of Salesforce administration experience preferred
Proficiency in analytics/Excel
Bachelor’s degree in a relevant field
2+ years of related professional experience (Process Improvement, Project Management, Change Management, Operations)
Experience designing process and workflows via stakeholder management
Familiarity with business systems and understanding of data reporting tools
Comfort working and multi-tasking in a fast-paced, dynamic environment with the ability to adapt to changing priorities
Healthcare industry experience preferred, but not required

For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:

California: https://www.athenahealth.com/salary-range/ca-nontech-associate

Colorado: https://www.athenahealth.com/salary-range/co-nontech-associate

Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-associate

New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-associate