Customer Experience Operations Manager
The Basics
As part of the Customer Experience Operations team, you will play a crucial role in driving value for Tanium customers across the customer journey and our Tanium team members. You will collaborate with cross-functional business teams to develop digital and human customer success strategies and craft the associated business requirements. Then translate these requirements into technical designs that you will implement in Gainsight and, at times, integrate with systems such as CRMs like Salesforce, while adhering to systems administration best practices. You will develop enablement materials and business partners to use the workflows they’ve requested, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively. Altogether, you will create and manage scalable processes and solutions to support business goals.
Also known as Gainsight Administrator
Essential Job Functions
Solution Design
- Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
- Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)
- Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
Business Processes
- Develop new business processes in partnership with Customer Success leadership and cross-functional teams
- Manage the rollout of processes, including thoughtful timing
- Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
- Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
- Manage mapping and documentation of customer success processes
System Administration and Support
- Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
- Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
- Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
- Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major releases
Minimum & Preferred Job Qualifications
- Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
- 5+ years of Gainsight configuration and administration experience, a complex prior initial implementation is a plus
- Gainsight NXT Administration Certificate
- Working knowledge of Salesforce objects and data
- Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
- Experience working in customer success, or equivalent understanding of key customer success principles and standard SaaS business metrics
- Demonstrated proficiency in project management, business analysis, and problem-solving
- Experience working in cross-functional teams and interacting with senior leadership and managers
- Self-starter, demonstrating leadership of owned projects
- Excellent written and verbal communication and presentation skills
- Strategic thinking and prioritization
- Problem solver with a systems mindset
About Tanium
Tanium, the industry’s only provider of converged endpoint management (XEM), leads the paradigm shift in legacy approaches to managing complex security and technology environments. Only Tanium protects every team, endpoint, and workflow from cyber threats by integrating IT, Operations, Security, and Risk into a single platform that delivers comprehensive visibility across devices, a unified set of controls, and a common taxonomy for a single shared purpose: to protect critical information and infrastructure at scale. Tanium has been named to the Forbes Cloud 100 list for six consecutive years and ranks on Fortune’s list of the Best Large Workplaces in Technology. In fact, more than half of the Fortune 100 and the U.S. armed forces trust Tanium to protect people; defend data; secure systems; and see and control every endpoint, team, and workflow everywhere. That’s the power of certainty. Visit www.tanium.com and follow us on LinkedIn and Twitter.
On a mission. Together.
At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.
We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.
Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.
What you’ll get
The annual base salary range for this full-time position is $85,000 to $250,000. This range is an estimate for what Tanium will pay a new hire. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience.
In addition to an annual base salary, team members will receive equity awards and a generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.
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