Principal, Business Operations
Kraken Digital Asset Exchange
Senior Specialist, IT Business Systems, Customer Success
ServiceTitan
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $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).
