Customer Operations Program Manager

Learning.Com Portland , OR 97228

Posted 2 months ago

The Customer Operations Program Manager is a critical member of the Business Operations team. This position is the owner of all relevant customer operations and processes administered using the Gainsight software application. The two primary areas of responsibility for the Customer Operations Program Manager are: 1) engaging with the Customer Success team and other internal departments; and 2) developing and executing the Gainsight platform and associated workflow and tools. This position will work closely with the VP of Customer Success and the Director of Business Operations in developing and executing the Gainsight solution with Learning.com. Continued enhancements and optimization of the platform will be the responsibility of the Customer Operations Program Manager as they assess opportunities to improve insight and support of our customer base.

RESPONSIBILITIES:

  • Responsible for the architecture and configuration of the Learning.com software

  • Work collaboratively with the Sales Operations team in the execution and implementation of Gainsight

  • Coordinate internally to help identify the sources, metrics, frequency, and granularity of MCG data

  • Configure and deploy Gainsight within Salesforce to internal customers

  • This includes system configuration, external integrations, and management of reports, dashboards, and workflows

  • Manage user accounts, groups, and security settings in Gainsight

  • Partner with cross-functional departments to learn their business needs and how these may impact Gainsight related processes

  • Identify which processes to rollout and the timing associated with each

  • Support business strategy development for the customer success team and manage mapping, documenting, and implementing of Customer Success processes

  • Help determine the most significant contributors to overall customer health and learn how to configure a customer health scorecard that reflects customer data

  • Develop a keen understanding of sources of customer churn (failure to renew) as well as positive trends

  • Design business rules that analyze customer data and trigger actions for the Customer Success team to proactively engage with customers

  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures, monitor system performance, data integrity, and user activity to make recommendations on continuous improvements

  • Provide day-to-day end-user support to all levels of the organization

  • Determine the timing and content touch points for Customer Success Managers along the customer journey to drive optimal adoption and net promotor scores

  • Understand object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)

  • Participate in relevant conversations related to Customer Success processes and customer needs

  • Escalate possible issues or concerns to internal stakeholders

  • Measure, monitor, and report on metrics that help define the health and success of Gainsight

  • Other duties as assigned

SUPERVISORY RESPONSIBILITIES: Individual Contributor

QUALIFICATIONS:

  • 3+ years of relevant experience in Customer Success or related roles

  • 1-2 years' experience maintaining Gainsight as an admin in a previous role

  • Exposure to communicating with a diverse audience - peers, management, strategic leadership

  • Strong oral and written presentation skills; ability to communicate across all levels and manage large internal meetings

  • Self-motivated with the ability to thrive in a fast-paced, dynamic, and deadline-driven environment

  • Ability to adapt to changing business needs and priorities and to be flexible with respect to job assignments

  • Proficient in Microsoft Office tools

  • Experience with customer relationship management (CRM) systems, specifically understanding of the database setup in order to drive analytics for the teams

Location: Portland, Oregon

General Information:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Management has the right to assign or reassign duties and responsibilities to this job at any time.

Learning.com is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.


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