Client Systems and Process Manager
Open to remote candidates.
Who is Virgin Pulse?
Virgin Pulse, founded as part of Sir Richard Branson’s famed Virgin Group, helps organizations build employee health and wellbeing into the DNA of their corporate cultures. As the only company to deliver a powerful, mobile-first digital platform infused with live services, including coaching and biometric screenings, Virgin Pulse’s takes a high-tech-meets-high-touch-approach to engage employees in improving across all aspects of their health and wellbeing, every day – from prevention and building a healthy lifestyle to condition and disease management to condition reversal, all while engaging users daily in building and sustaining healthy habits and behaviors. A global leader in health and wellbeing, Virgin Pulse is committed to helping change lives and businesses around the world for good so that people and organizations can thrive, together. Today, more than 3100 organizations across the globe are using Virgin Pulse’s solutions to improve health, employee wellbeing and engagement, reduce costs and create strong workplace cultures.
Who are our employees?
At Virgin Pulse we’re passionate about changing lives for good. We want to make a difference in the world by helping people be healthy so they can perform at their best, every day, at work and home. Our award-winning solutions support leading employers in improving and simplifying the employee health and wellbeing journey and engaging people in all aspects of their health. But our world-class products and programs are nothing without our people – the employees who design, build, promote, sell, test and perfect the latest innovations in workplace health and wellbeing. Our people are our top priority and we invest in their health and happiness. At Virgin Pulse, we have so much more than a strong, supportive company culture – have a shared vision for a healthier, happier world.
Virgin Pulse values and celebrates diversity and is committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives, inspires innovation, collaboration, and challenges us to produce better solutions. As a global employer, we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. As we are committed to diversifying our company, we strongly encourage candidates that are historically underrepresented in the tech industry to apply.
Who you are
This position is a key member of the Client Success Enablement Team. The Client Success Enablement | Systems and Process Manager is responsible for designing, building, and measuring scalable processes, workflows, and automations using Gainsight, Salesforce, and other software/systems. This role will work closely with Client Success Leadership and team as a whole to assess, develop, and roll out win/win solutions and efficient processes that are designed to help Virgin Pulse’s Client Success Team be successful in delighting clients and hitting their Key Performance Indicators (KPIS).
In this role you will wear many hats but your skills will be especially essential in the following:
-Design and launch processes, workflows, and automations that drive internal efficiencies, increase the effectiveness of our Customer Success team, and deliver greater value to Virgin Pulse customers.
-Own the end-to-end process from ideation to execution, including requirements-gathering, design, build, measurement, and iteration.
-Work closely with the Customer Success team and CS Leadership to proactively and regularly identify business challenges that require operational solutions.
-Interface with teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions.
-Helps to maintain a searchable resource library for Client Success and partners with internal departments to ensure their materials are accessible and up-to-date.
-Keep up to speed on SaaS Operations best practices and apply those tactics to deliverables.
What you bring to the team
In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:
Bachelor’s degree or higher
-5+ years experience in a Sales/Success Operations role with demonstrable experience designing processes and automations. Experience working for SaaS company preferred.
-3+ years experience with administering and designing solutions in Gainsight and/or Salesforce for the end user. Certified Gainsight and/or Salesforce Administrator preferred.
-Data-driven and analytical; able to use data to measure the business impact of solutions.
-Experience with developing comprehensive “how-to” documentation.
-Proficiency in Salesforce.
-Proficiency in Microsoft Office 365 suite, specifically PowerPoint.
-Business travel of approximately 10 percent annually.
You also take pride in offering the following Core Skills, Competencies, and Characteristics:
-Excellent organization and prioritization skills with a strong attention to detail and ability to meet deadlines.
-Excellent communication and writing (technical and non-technical) skills.
-Strong understanding of the impact new features/processes have to the business, clients, and end users and ability to synthesize into documentation that is easily understood and relevant to audience.
-Entrepreneurial, self-start approach.
-Creativity both in problem solving and in developing solutions that contribute to effectiveness and efficiencies with the Client Success Team managing their clients.
-Ability to engage and motivate others in a team environment.
-Ability to establish credibility and create confidence quickly and easily.
-You bring passion and playfulness to your work and those around you and possess a collaborative, “can do” attitude.
-Excellent oral and visual presentation skills.