Description:
Our ideal candidate is comfortable interfacing with business leaders to ascertain and document requirements, as well as possess strong technical foundation in all capabilities of Gainsight in order to design the best solutions for our Customer Success team.
Are you interested in learning more about the work culture at Absorb? Check out the video below:
Absorb Software: Remote Work Culture
What you’ll do:
- Leverage key success metrics to drive customer satisfaction and operational efficiency.
- Analyze usage pattern of our customers and produce reports for CS Leaders to create adoption strategies.
- Build, test and deploy system configurations (customer journeys, health scores, call to action, etc) within sprint processes
- Develop processes and tools to support our customers in each segment: Enterprise, mid-market and SMB
- Partner with CS Leaders to support frequent forecasting processes, monthly and quarterly reporting processes, and ultimately annual planning
- Develop reporting on customer adoption, health, and commercial results (forecasts, renewals, expansions, churn)
- Lead specific projects aimed at driving operational (expansion, retention etc.) and / or scale improvement (system upgrades, process improvements, etc.)
- Curate content and playbooks to allow the team to deliver customer outcomes more efficiently and consistently.
- Develop methods, processes, and tools to appropriately support our customer segmentation strategies.
- When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
What you’ll bring:
- Experience with Gainsight Administration – the ideal candidate will possess Gainsight Level 3 NXT Admin Certification OR be willing to obtain
- Minimum of 4 years hands on experience in a relevant field (e.g. customer success, operations, business analysis, data analytics)
- Experience with Customer Success Management systems (e.g., Gainsight/Totango/digital marketing tools)
- Experience in data analysis, business intelligence and design of multiple reports/dashboards
- Strong understanding of Customer Success business domains including Tech Support, Professional Services and Customer Success Management from both a business and systems perspective
- Experience with Salesforce, Gainsight and Zendesk tools