Client Success Operations Manager
Cornerstone OnDemand is seeking a Client Success Operations Manager to administer and support the Gainsight solution and oversee reporting and data governance for the Client Success team. In addition, this individual will hold project management responsibilities on key initiatives for the Client Success team.
In this role you will…
Partner with Customer Success leadership to configure and manage the Gainsight solution.
Continuously and proactively review current insight and practices to collaborate with stakeholders and implement recommended improvements and configuration changes within Gainsight.
Ensure reporting of key metrics for the Client Success team and other proactive data elements.
Execute initiatives focused on customer success, engagement and operational excellence.
Provide client insights and strategy to Customer Success leadership and cross-functional partners.
Participate and/or execute cross-functional programs and project management for key customer success, including improvement initiatives and journey mapping.
Provide data governance to ensure that there is one source of truth for Client Success data reporting.
Implement automation to improve the consistency of customer success and the ability to measure effectively.
Assist in developing proactive outreach programs using client data to target key customer segments.
Make active contributions to help achieve team and organization goals for success.
You’ve got what it takes if you have…
3+ years of working experience in a related field
Experience in analytics and customer success
Knowledge and experience with program management or project planning
Background in process improvement, problem solving and automating operational processes
Completed projects/programs across teams with dotted line relationships to achieve goals
Successfully cared deeply, genuinely and passionately about the client experience and about the role it plays in making a customer-centric team successful
Exhibited diplomacy, tact, and poise under pressure when working through internal and external roadblocks
Extra dose of awesome…
Experience administering Gainsight