Marketing Operations Manager
Galileo 🔭
Go
Job Level
JuniorMid-Level
Tech Stack
Go
About the role
- Develop an in-depth understanding of Go1 products, service and internal structures to find solutions and provide advice and support
- Respond promptly to customer inquiries, leveraging resources and tools to empower customers to maximise their use of Go1
- Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets
- Work closely with Customer Strategy team to research and develop scaled customer engagement strategies through email, live training and proactive outreach
- Contribute to development and iteration of the scaled CS model, knowledge base, tools, and repeatable group engagement programs
- Maintain accurate and complete customer records, activities, interactions, and risks using internal tools and systems
- Utilise Gainsight’s action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth
- Identify customer champions and grow an advocate community for the Go1 brand
- Mentor, coach and support other CSMs and work towards shared GRR and Customer Satisfaction targets
Requirements
- At least two years of demonstrated history of surpassing company KPIs, including customer retention, health scores, product adoption, and customer satisfaction
- Track record of success meeting or exceeding KPIs
- Strong relationship-building skills with stakeholders at different leadership levels
- Experience with data & analytics; ability to dive into customer data and uncover trends and insights
- Collaborative mindset and reliable team player
- Client success mindset and planning: discovery questioning, active listening, synthesis of client goals
- Creative problem-solving, resilience, and passion for customer success
- Experience utilising Gainsight action insights and CRM/internal tools (implied)
