Business Systems Engineer - Customer Success Operations
How you do it:
This position will support onboarding, implementation, and ongoing maintenance of projects for Customer Success owned applications, such as Gainsight, to ensure long-term success.
How you own it:
Evaluate external data systems and design requirements to understand feasibility and level of effort.
Recommend architecture, integration and data manipulation using Customer Success application tools and logic (S3, API, Gainsight Rules Engine)
Create custom objects to store data including record identifiers, and aggregation functions across a single customer hierarchy (SFDC, Gainsight)
Strategically Configure, Test, Document, and educate internal Operations on system design to ensure long-term success
Configure Customer Success application including rules, reports, dashboards, Calls to Action (alerts), playbooks, health scores, surveys, emails, workflow, Relationships
Collaborate closely with team in USA
Maintain a highly organized and accurate task list, visible to project management and other project resources engaged
Produce technical design documents and supporting materials which may be used by resources within the organization to understand or complete configuration
How you Show up:
Ideal years of experience: 2-4 years; experience with Gainsight administration and configuration a plus
Strong technical skills are required in the following areas:
Data processing knowledge in designing and implementing Data Warehouse applications mainly Transformation processes using ETL tools
Knowledge of Databases
Experience in Complex SQL Queries, Dynamic SQL, Analytical function, etc.
Knowledge in Query Optimization, Debugging, and Tuning for improving performance
Data Analysis and able to do root cause analysis of issues and resolving them in quick time.
Professional Services/Enterprise Product Implementation experience is required, SaaS experience is preferred
About us: Genesys ® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.