Customer Success Platform Specialist

TEEMA; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading staffing solutions firm seeks an Automation Platform Specialist in Vancouver to oversee customer engagement through automated touchpoints. The role involves managing day-to-day operations, collaborating with cross-functional teams, and using data for insights. Ideal candidates are self-motivated with strong project management skills and a passion for continuous improvement. Competitive pay at $20.05 – 27.55/hr is offered.

Qualifications

• Professional experience in project management and multi-tasking.
• Ability to use data for insights and recommendations.
• Demonstrated experience in executing and evaluating campaigns.

Responsibilities

• Manage day-to-day Automation Platform Operations.
• Collaborate for business process optimization.
• Support end to end customer lifecycle automation.

Skills

Project management

Data analysis

Customer Success Platforms

Problem-solving

Team collaboration

Job description

Overview

The CSM org is looking for an Automation Platform Specialist. The Automation Platform Specialist will work with the Global Tech Touch Program Manager in pursuit of driving customer success at scale. This primarily includes the ownership, organization, and orchestration related to outbound customer touchpoints. The role will oversee configuration, orchestration, and QA of automated customer touchpoints, troubleshooting of technical issues, and maintaining existing program assets within the Gainsight platform. The candidate will be collaborating with the Gainsight / CPIT team to ensure the integrity of best practices, communication of current deployment models, and reporting on new Gainsight features, which may be relevant for the business in pursuit of continuous improvement. The Specialist will also be responsible for being the subject matter expert on various tools, which will help advance the efficiency of operational cycles. The ideal candidate has an interest in customer success, project management, time management, and technical aptitude. We’re looking for someone who is energized by contributing to continuous process improvement and enjoys the excitement of something new!

What you will be doing

• Day-to-day Automation Platform Operations – SuccessPlay/CTA administration, segmentation expertise to oversee campaign criteria, campaign coordination/creation, program readiness, and QA.
• Data governance and exporting of platform performance analytics for stakeholder dashboards
• Collaborate with the cross-functional team to influence business process optimization for Tech-Touch
• Assisting with touchpoint design, maintenance, integrated analytics, and optimization
• Oversee the utility of the Gainsight platform on behalf of the Tech Touch (TT) program team
• Provide guidance on best practices for using the automation platform
• Monitoring JO performance and providing recommendations for improvement
• Supporting end to end customer lifecycle automation across the portfolio
• Leveraging AI to assist customer engagement, insights, and responses.
• Working with different solutions and board areas to facilitate productivity via Gainsight capabilities

What you must have

• Professional experience in project management and multi-tasking, and oversight of multiple tasks delivered against set deadlines
• Must be able to use data to present insights, evaluate engagement, and make recommendations.
• Demonstrated experience developing, executing, and evaluating campaigns
• Understanding of Customer Success Platforms
• Ability to work well in a team as well as independently
• Possesses a positive, self-motivated, can-do attitude
• Excellent trouble-shooting and problem-solving skills

Salary/Rate Range

$20.05 – 27.55/hr T4

Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com