Cx Delivery Manager

Summary

Join Go1, the world's largest aggregator of educational content, as a CX Delivery Manager - Gainsight. You will be the primary administrator of Go1's Gainsight NXT instance, responsible for enhancing the customer journey and optimizing the platform. This role involves developing and executing a post-sale system enhancement roadmap, handling service desk requests, and collaborating with cross-functional teams. You will leverage Gainsight to manage renewals, drive adoption, and mitigate risks, while also building reports and dashboards to track performance. The position requires 4+ years of experience and a Gainsight NXT Admin Level 3 certificate. Must be located in specified US states and time zones.

Requirements

• 4+ years of customer-focused project management, system, or service delivery experience
• Must have a Gainsight NXT Admin certificate - Level 3
• Experience in business analysis, active listening, and requirements gathering, with the ability to translate requirements into actionable plans
• Strong problem-solving skills, including the ability to resolve conflicts and find creative solutions to pain points
• Experience in developing, operationalizing, and maintaining customer processes and policies
• Excellent communication skills, with the ability to clearly convey ideas, collaborate with internal teams, and influence stakeholders
• Strong analytical skills, with the ability to use data to support and drive decision-making
• Proven ability to manage and collaborate with cross-functional stakeholders at various levels
• Must be located in California, Washington, Oregon, Nevada, Colorado, Utah or Arizona to be considered

Responsibilities

• Administer and continuously evolve Go1’s Gainsight platform and related workflows to enhance existing processes, driving efficiency and customer satisfaction
• Partner with various internal teams to identify pain points and opportunities, leveraging this knowledge to enhance processes within Gainsight and other post-sale tools
• Design, develop, and execute strategies for optimal Gainsight usage, including managing renewals, driving adoption, and mitigating risks
• Manage Gainsight administrative tasks, including troubleshooting, user management, permissions, automation, and system performance monitoring
• Set measurable goals for projects and enhancements, and manage, measure, and report on their impact
• Leverage journey orchestration tools to deliver scalable customer touchpoints and communications that activate and engage customers
• Build reports and dashboards that enable teams to manage their portfolios effectively and meet their KPIs
• Identify and implement improvements in post-sale processes and systems to drive efficiency and effectiveness
• Maintain and enhance customer data management systems, health scorecards, and automations to utilize customer data effectively
• Plan and execute the post-sale ecosystem roadmap, delivering continuous improvements that support the success of internal teams
• Integrate new roles and teams into post-sale tools, customizing experiences to align with Go1’s organizational strategy
• Manage relationships with specified vendors and stakeholders, including business reviews and technical account management, to maximize value from subscriptions and present relevant utilization metrics
• Collaborate with Marketing and Customer Success teams to develop and deliver customer communications and scalable touchpoints that activate customers
• Work with CX Strategy team members to continuously improve customer journeys and drive customer happiness
• Partner with the Research team and other post-sale teams to develop, enhance, and deliver customer feedback mechanisms that support the measurement and monitoring of customer health

Preferred Qualifications

• Experience in the SaaS industry, with a strong understanding of post-sale best practices
• Experience with digital experience tools such as Intercom, marketing automation, website development, and CRM platforms like Salesforce
• Experience with, or exposure to, customer lifecycle management, experience design, or journey mapping

Benefits

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Insurance benefits with generous premium coverage
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One time work from home office set up budget
• Unlimited access to the Go1 Learning Hub, and mentorship program
• Professional development fund
• Volunteer leave to give back to the community
• PTO + Wellbeing days
• Flexible public holidays - take the days off that are important to you, swap out the ones that are not
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program