ServiceTitan

Senior Specialist, IT Business Systems, Customer Success

ServiceTitan

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $113,100 - $151,300 per year

Job Level

Senior

Tech Stack

CloudMavenSDLC

About the role

  • Architect and implement end-to-end solutions within the Gainsight platform to support the entire customer lifecycle, including onboarding, adoption, retention, and renewal.
  • Serve as the primary systems administrator and subject matter expert for Gainsight and its connected applications, ensuring optimal performance, user adoption, and alignment with business objectives.
  • Lead technical projects from conception to delivery, including solution design, technical specification, and implementation, while adhering to a rigorous Software Development Lifecycle (SDLC), documentation standards, and processes.
  • Design, build, and maintain robust, scalable integrations between Gainsight and other critical business systems such as Salesforce, Snowflake, Staircase and Zendesk.
  • Develop and implement complex automated workflows, rules, and processes within Gainsight to streamline Customer Success activities and improve operational efficiency.
  • Partner with senior leadership and cross-functional teams to define and execute the post-sales systems strategy and roadmap.
  • Ensure data integrity and quality across Gainsight and connected platforms to provide actionable customer insights.
  • Proactively identify opportunities to optimize the Gainsight environment through automation, enhanced security, and improved user experience.
  • Develop and maintain comprehensive technical documentation for all system configurations, integrations, and processes.
  • Leverage AI-powered solutions to enhance customer interactions, predictive analytics for proactive customer outreach, and sentiment analysis for improved customer understanding.

Requirements

  • BS/BA degree or equivalent practical experience.
  • 5+ years of hands-on administration and deep technical expertise with Customer Success platforms(Gainsight).
  • 3+ years of experience leading technical projects in a fast-paced environment.
  • Expert-level knowledge of Gainsight configuration and customization, including Rules Engine, Journey Orchestrator, Relationships, Scorecards, and Reporting.
  • Proven experience creating complex workflows, reports, and dashboards to drive business outcomes.
  • Solid understanding of the software development lifecycle (SDLC) and data management best practices.
  • Demonstrated ability to independently lead technical projects, from initial design to successful implementation.
  • A strong background in customer lifecycle management and a clear understanding of Customer Success methodologies and the needs of CSMs as primary stakeholders.
  • Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences and promote best practices in a collaborative setting.
  • Required Certifications: Gainsight NXT Administrator Level 1 (Level 2 + 3 preferred).