Customer Experience Operations Manager
Hootsuite
full-time
Posted on:
Location Type: Remote
Location: California • New York • United States
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Salary
💰 $102,300 - $143,300 per year
About the role
- Act as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms.
- Own, manage, and optimize system configurations, including workflows, automation, business rules, integrations, and reporting.
- Ensure systems are accurately configured, integrated, and aligned to enable customer engagement strategies and operational processes.
- Provide advanced system support and troubleshooting, proactively resolving issues to minimize disruption and ensure continuity for Customer-facing teams.
- Monitor system performance, conduct regular audits, and implement enhancements to maintain scalability, reliability and best-in-class system operations
- Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs between teams and systems.
- Drive AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to improve customer engagement and team efficiency.
- Identify and implement process improvements, leveraging automation and system enhancements to reduce manual work and optimize performance.
- Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable system solutions.
- Collaborate with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery.
Requirements
- 8+ years of experience in Customer, Revenue, or Operations roles, with significant hands-on experience in ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools, ideally in SaaS or technology environments
- Proven experience in configuring, optimizing, and maintaining Customer Experience or Customer Success platforms, including workflows, automation, and reporting. ● Preferred: Gainsight Admin, Experience with Professional Services Automation tools (e.g., Kantata/Mavenlink) and CRM platforms (e.g., Salesforce) and data integration tools. Experience with system integrations, data management, and reporting/analytics.
- Experience implementing or leveraging AI and automation solutions in operational environments.
- Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy.
- Demonstrated ability to translate business requirements into technical solutions and deliver scalable systems.
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing team needs over individual needs
- Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
- Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
Benefits
- Health insurance
- Competitive salary
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
system configurationworkflow automationdata integrationreportingcustomer experience platformsAI solutionsprocess improvementtroubleshootingperformance monitoringpredictive health scoring
Soft Skills
collaborationcreativityopen communicationproblem solvingteamwork
Certifications
Gainsight Admin