Key role of Sr. CX Program Analyst is to Administer Gainsight platform to Optimize features and functionality to best serve the customer success team.

• Identify backlog items for enhanced GS functionality and implement releases in a sprint-like iterations.
• Seek and track/organize feedback from CS team on current Gainsight use.
• Track and drive internal Gainsight adoption by the CS team.
• Collaborate with CS team to document current process for optimization in Gainsight.
• Assist in development and documentation of CS practices/ processes.
• Coordinates CS process evaluation development, operational efficiency measurement.
• Identifies and eliminates inefficiencies in tools/process increasing team capacity and improving customer experience.
• Ensure accuracy and timeliness of data, analytics, and reporting.
• Deliver CS business reporting utilizing Business Intelligence (BI) tools i.e., Tableau, Excel; Salesforce; Project management tools i.e., RocketLane.
• Understand business requirements from senior leadership and cross-functional stakeholders to design and maintain dashboards to enable them with on-demand data empowering them to take necessary informed decisions and drive governance.
• Application administration for various PMO Tools, enabling access, set-up RBAC, manage license costs.
• Design and automation of governance and compliance reports, share insights with leadership.
• You will be required to learn new tools and technology as needed to meet the growing needs of the business.

Required skills:

• Gainsight administration, Min 1-2 years in Customer success operations role. proficiency in Tableau and SQL, MS-Excel Power Query

Nice-to-have skills:

• Working knowledge of Salesforce and any popular project management tool i.e., Jira, Mavenlink, Rocketlane.

Role: IT Project Lead

Industry Type: Software Product

Department: Project & Program Management

Employment Type: Full Time, Permanent

Role Category: Technology / IT

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

Automation

Business reporting

Talent acquisition

Project management