Technical Consultant: Gainsight Implementation
Hitachi Vantara
Description
Hitachi Vantara are a global $4bn Data Solutions and Services company. Our Customer Success organization will support Sales and Services by providing visibility and a stronger understanding of customer health across the value chain. Come join our team and our employee-focused culture and help shape the future.
The Customer Success Technical Consultant Will
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- Be responsible for deployment and system integration of Customer Success Platform – Gainsight
- Work with platform supplier to ensure deployment and program milestones are achieved on time in budget
- Drive cross-functional coordination from a platform level (with Operations Centre of Excellence, GS Operations, I.T., etc.)
- Establish credibility as Customer Success Platform Administrator and Super User and promote active use by the wider Customer Success team and aligned groups
- Work with Customer Success Business Analyst to deliver on iterative platform improvement requirements
- Collaborate with IT and other business functions to evolve the Customer Success platform – including data source identification, connector enhancements, workflow, reports and dashboard
Primary Job Responsibilities
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- Platform Deployment
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- Pro-actively manage and deliver deployment and integration of Customer Success Platform
- Collaborate with IT and Operations CoE teams to ensure connectors and data sources deployed and updated
- Ensure Customer Success Platform is available to build and maintain required analytics and reporting capabilities to support collaboration and communication of customer insights
- Provide technical subject expertise to troubleshoot and identify operational, connectivity and network issues providing rational business cases and argument to persuade on course upwardly and with peers to accelerate time to resolution
- Main point of contact for implementation and technical side of Customer Success Platform use
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- Platform Integration
- Work with platform provider, IT and associated stakeholders to complete integration with all cross functional systems
- Day to day technical expert and super user for Customer Success Platform integration and operation
- Build relationships with GS Operations, Operations CoE, IT and other cross functional teams to underpin successful delivery and mitigate risk during project and ongoing engagements
- Collaborate with Customer Success Platform provider to document deployment and integration for future reference, trouble shooting and ongoing enhancement
- Platform Integration
- Platform Enhancement and Scalable Deployment
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- Programmatically collect relevant feedback and inputs from CSMs and CS Business Analyst to deliver required enhancements to dashboards, workflow and reporting
- Establish and run project review sessions to share materials and lessons learned
- Set up regular cadence of review points to validate with the PMO and required stakeholders that the platform delivery and ongoing enhancements are being met – for initial project and ongoing development and enhancement
- Provide initial and ongoing training relating to the use Customer Success Platform and collaborate with Customer Success Business Analyst to deliver regularly across CS and stakeholder teams
Qualifications
- Delivery and Project Management
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- Strong practical project management, organization, and communication expertise
- Hands on experience in delivering platform deployment in a complex and diverse business environment
- Experience driving cross-functional technical collaboration to optimize delivery timelines and outcomes
- Applies advanced subject matter knowledge to complex business issues
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- Technical Experience & Knowledge
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- Handds on expertise in Gainsight, Totango, Salesforce or other similar platforms
- Experience in vendor management and tool delivery methodologies
- Strong understanding system integration requirements
- Previous experience in delivery and system support roles
- Experience and familiarity with building and operating data systems leveraging customer information
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- Knowledge of industry best practices
- Agile, Lean, Six Sigma, Kaizen, PRINCE
- Degree or equivalent education or experience