Customer Experience Operations Analyst

World Wide Technology; Carrollton (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

World Wide Technology is seeking a Customer Experience Operations Analyst to enhance our Gainsight platform and customer journey insights. You will configure and administer Gainsight, map digital touchpoints, and develop dashboards to drive customer success. Collaboration across teams ensures functionality aligns with business goals and data integrity.

You will also train teammates on best practices, produce surveys, and help scale CX initiatives in a fast-paced, evolving environment.

Qualifications

• Gainsight administration experience required.
• Experience with any design or visualization software.
• Past work experience with OEMs such as Cisco, VMWare, Microsoft, Dell EMC is a plus.
• Strong organizational skills and data deciphering ability.
• Comfortable in ambiguous, fast-changing environments.

Responsibilities

• Manage Gainsight administration and configuration.
• Map customer digital journeys and optimize touchpoints.
• Design dashboards and reports for customer success metrics.
• Collaborate with cross-functional teams to implement Gainsight features.
• Develop communications and updates for stakeholders.

Skills

Gainsight administration

Data visualization software

Data analysis

Organization & communication

Tools

Gainsight

Job description

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Customer Experience Team and why join?

WWT's Customer Experience (CX) -- Software Lifecycle team is focused on our customers first, partnering with them to ensure we understand their goals, then applying the efforts necessary to achieve those goals. It is a rewarding way to ensure that our relationships continue to foster quality business outcomes and our customers view us as their strategic advisors.

CX is also a thriving area of growth for many companies who are making the shift from transactional sales models to supporting recurring revenue. Customer Experience has become a key driver to ensuring that any customer who commits to a contract with a vendor sees success and continues to renew that business. This industry trend towards recurring revenue models makes WWT Customer Experience -- Software Lifecycle an area of great opportunity for potential candidates.

What will you be doing?

As the Customer Experience Operations Analyst, your key areas of focus will be:

• Gainsight administration
• Customer digital journey mapping

As the internal team administrator for the Gainsight platform, you will customize and configure it to align with our unique business processes and customer engagement strategies. The role will focus on analyzing and optimizing functionality to drive customer success and data integrity. Utilizing data‑driven insights and feedback, you will map our digital touchpoints to enhance automation, scale and overall user experience. Additionally you will train team members on proper procedures within Gainsight.

Responsibilities:

• Gainsight Admin
  • Configure and maintain Gainsight platform to optimize customer lifecycle management.
• o Journey Orchestrator
• o Data Designer
• o Rule Management/Creation
• o Reporting Accuracy
• o Dashboard
• o Develop periodic surveys and measure success
• Collaborate with cross-functional teams to implement and customize Gainsight functionalities as per business requirements.
• Utilize Gainsight data to derive insights and contribute to the development of customer success strategies.
• Proactively look for tangible ways to improve our client’s and team’s experience with our tools or platforms
• Gainsight How to guides and Best Practices
• Digital Driver
  • Platform Management-Internal & External
  • Platform Template Design
  • Automated insight to drive data integrity and follow up action
  • Digital Journey Via Gainsight
• Digital Touchpoint
• Surveys
• Communication
  • Weekly update communication
  • Gainsight change Management
  • Identify ways to promote CX and our successes to internal stakeholders

Qualifications:

• Gainsight administration experience required.
• Experience with any design or visualization SW.
• Past work experience with Cisco, VMWare, Microsoft, Dell EMC and other OEMs.
• Strong organization skills.
• Operationally minded.
• Capable of analyzing and deciphering data.
• Ability to solve problems quickly and take a “common sense” approach to challenges.
• Capability to perform comfortably within an ambiguous and quickly changing environment.
• Self-driven, business minded, and goal orientated.

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