Senior Customer Service Coordinator – Bilingual, Spanish, Collections
Capital One
Customer Experience Operations Manager, Gainsight Admin
LeadVenture™
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Colorado, Connecticut, Maryland, Nevada, New York, Rhode Island, Washington • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Collaborate with CS leadership to develop and implement scalable strategies that improve retention and drive customer growth
- Serve as the primary administrator for our CSP (Gainsight CS) and a SME on other key products in the tech stack (Gainsight PX, Qualtrics, Salesforce)
- Optimize the systems to align with business needs
- Develop dashboards to monitor KPIs
- Identify inefficiencies in processes and tools
- Lead initiatives related to digital customer success, account management, risk mitigation, and more
- Partner with teams across Revenue Operations, Finance, Marketing, and Product to optimize customer experience
Requirements
- Gainsight Admin
- Strong experience in Salesforce
- Excel (pivot tables, VLOOKUPs)
- Data visualization tools
- Deep understanding of customer needs
- Passion for enhancing customer experience
- Strong analytical skills
- Ability to synthesize complex data into meaningful insights
- Ability to bridge strategy and execution
- A proactive approach to identifying and resolving challenges
- Comfort working cross-functionally with diverse teams and stakeholders.
Benefits
- Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
- Compliance with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
- Prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Gainsight AdminSalesforceExceldata visualization toolsKPI monitoringprocess optimizationdigital customer successaccount managementrisk mitigation
Soft skills
strong analytical skillsability to synthesize complex dataproactive problem solvingcross-functional collaborationcustomer-centric mindsetstrategic execution
