Own the implementation, configuration, and ongoing optimization of Gainsight.
Design and maintain data models, integrations, health scoring, and lifecycle frameworks.
Partner with CS, services, sales, and Technology teams to ensure data accuracy and system scalability.
Build dashboards and reporting to surface actionable insights for leadership and frontline teams.
Establish documentation, best practices, and governance for platform usage.
Work with the leadership team and end users to identify priorities and needs related to improving the efficiency and effectiveness of activities within the customer journey.
Design, build, and implement processes and workflows in Gainsight that align to documented priorities.
Manage the data architecture of Gainsight, as well as other connected systems, with data governance as a top priority.
Serve as the subject matter expert for customer operations processes and systems and lead end-user education and enablement activities.
Implement and manage a cyclical feedback process for improving processes and systems, as well as a transparent system for communicating updates.
Design and manage customer engagement programs, including in-app journeys, email campaigns, and lifecycle workflows.
Partner with Customer Success, Marketing, and Support to develop content and messaging strategies aligned with the customer lifecycle.
Build segmentation strategies to deliver targeted, relevant communications.
Measure engagement performance and continuously optimize via testing and analytics.
Serve as the center of excellence for engagement programs and customer journey orchestration.
Act as the internal expert and strategic partner for engagement platforms.
Train and enable CS and Operations teams on using Gainsight effectively.
Help define future team structure, hiring needs, and workflows.
Influence roadmap prioritization based on customer data and business goals.
