Gainsight CX Operations Analyst

World Wide Technology; Wilmington (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

World Wide Technology (WWT) is seeking a Customer Experience Operations Analyst in Wilmington, NC to join the CX Software Lifecycle team. You will administer Gainsight, map the digital journey, and drive customer success through data-driven insights.

You will configure Gainsight, collaborate with cross-functional teams, and help design automated workflows that improve the customer lifecycle and measurement of program effectiveness.

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.

Responsibilities

• Gainsight Admin: Configure and maintain Gainsight platform to optimize customer lifecycle management.
• Journey Orchestrator: Plan and implement customer journeys within Gainsight.
• Data Designer: Design data models for customer success insights.
• Rule Management/Creation: Create and manage automation rules.
• Reporting Accuracy: Ensure reliable and accurate reporting.
• Dashboard: Develop and maintain relevant dashboards.
• Develop periodic surveys and measure success.
• Collaborate with cross-functional teams to implement Gainsight functionalities as per business requirements.
• Utilize Gainsight data to derive insights and contribute to the development of customer success strategies.
• Proactively identify 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 and template design.

Skills

Gainsight administration

Data visualization tools

Cross-functional collaboration

Organizational skills

Analytical thinking

Problem solving

Adaptability

Self-motivation

Tools

Gainsight

Design/visualization software

Job description

World Wide Technology (WWT) is seeking a Customer Experience Operations Analyst in Wilmington, NC to join the CX Software Lifecycle team. You will administer Gainsight, map the digital journey, and drive customer success through data-driven insights.

You will configure Gainsight, collaborate with cross-functional teams, and help design automated workflows that improve the customer lifecycle and measurement of program effectiveness.