Serve as our SME for the Journey Orchestrator by designing and launching high impact automated workflows that drive our digital first CS strategy for long tail customers.
Lead the technical integration of Gainsight CC and PX into CS to ensure product usage and community data flow seamlessly to create a unified view of the customer.
Manage the data pipeline from Gainsight to Snowflake by bridging the gap between CS insights and BI tools like Domo or Tableau to power executive level reporting.
Own the implementation and management of global Surveys within Gainsight to turn customer feedback into actionable health scores and playbooks.
Transition our instance from initial setup to a high performance engine by managing daily configurations, Rules Engine logic, and reporting dashboards.
Act as the platform gatekeeper by balancing stakeholder demands and prioritizing the highest impact enhancements to ensure Gainsight CS evolves with the business.

Requirements

5+ years of dedicated experience in Gainsight administration and system configuration.
Strong understanding of customer journey mapping and digital engagement strategies within a SaaS environment.
Highly organized and self-directed, with a proven ability to prioritize tasks in a fast-paced, goal-oriented environment.
Solid grasp of data management principles, including familiarity with SQL, APIs, and system integrations.
Proven track record of managing a Gainsight CS instance with specific mastery of Journey Orchestrator and the Rules Engine.
Hands-on experience connecting Gainsight PX and CC to a central CS instance to trigger behavior based automation.
Experience in Snowflake and SQL plus experienced in exporting Gainsight data into BI environments like Domo or Tableau.
Deep knowledge of implementing NPS, CSAT, and relational surveys directly within the Gainsight platform.
Strong project management skills with the ability to manage a complex backlog and deliver results in a fast paced environment.
Background in Digital Success or Scale CS with the knowledge of how to use automation to provide a personalized experience to a massive long tail customer base.

Benefits

Medical
Dental
Vision
Life
Disability
Time off plans
Retirement plans
Paid Parental Leave
Employee Stock Purchase Plan
Tax savings plans for health, dependent care and commuter expenses

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Gainsight administrationsystem configurationcustomer journey mappingdigital engagement strategiesdata management principlesSQLAPIssystem integrationsJourney OrchestratorRules Engine

Soft Skills

highly organizedself-directedability to prioritize tasksproject management skillsability to manage complex backlog