CX Operations Analyst & Gainsight Admin

World Wide Technology

Conway (SC)

On-site

USD 60,000 - 95,000

Full time

6 days ago

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Job summary

World Wide Technology is seeking a Customer Experience Operations Analyst to focus on Gainsight administration, customer journey orchestration, and data-driven CX improvements. The role supports the CX Lifecycle, designs digital touchpoints, and collaborates across teams to optimize customer success and data integrity.

You will train teammates on Gainsight processes, map digital touchpoints, and develop surveys to measure impact within a fast-moving environment.

Qualifications

Gainsight administration experience required.
Experience with any design or visualization software.
Past work experience with OEMs or major technology vendors is a plus.

Responsibilities

Gainsight Admin: Configure and maintain Gainsight platform to optimize customer lifecycle management.
Journey Orchestrator: design and manage customer journeys.
Data Designer: create and manage data structures for reporting.
Rule Management/Creation: implement business rules for CX workflows.
Reporting Accuracy: ensure data integrity and reliable reports/dashboards.
Dashboard: develop and maintain CX dashboards for stakeholders.
Develop periodic surveys and measure success: create surveys and analyze results.
Collaborate with cross-functional teams to tailor Gainsight features to business needs.
Utilize Gainsight data to derive insights and inform CX strategies.
Promote CX successes to internal stakeholders via communications.
Digital Driver: manage internal/external platforms and templates.