Customer Success Operations Specialist

Adverity • London, UK • 1d ago

We are looking for an experienced Customer Success Operations Manager with an excellent understanding of Customer Success to drive the effectiveness and efficiency of our Account Management team. You will manage Gainsight to streamline processes, automate manual workflows and set up measurement allowing for actionable insights and scalability.

This is a full-time position working from our London office or remotely in the UK (within a commutable distance to the office).

Some of the things you’ll work on:

Account Management Optimisation

Plan, forecast and give recommendations where necessary to ensure optimisation of customer satisfaction, churn mitigation, adoption and revenue maximisation.

Solution & Process Design

Identify business needs, dependencies, key metrics, and data sources that impact Account Management and Gainsight, and transfer them to workflows.
Configure, deploy, administer and document our Gainsight environment, including external integrations.
Design workflows and processes supporting scalability, and manage the correct rollout.
Analyse customer data and trigger actions allowing our Account Management team to be more effective and efficient.

Upkeep & Support

Day-to-day support of Gainsight users, including user administration, ad-hoc customisations and adjustments, permissions, and security in Gainsight.
Monitor and ensure system performance and data integrity.
Train our colleagues to use the workflows correctly and effectively to ensure that the team uses the system productively.
Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends and related technologies.

We’re excited if you have:

2+ years of Gainsight configuration and administration experience.
Gainsight NXT Administration Certificate and experience as an end-user of a CRM System.
In-depth understanding of customer data for designing and building dashboards that create actionable insights.
Experience working in customer success, or equivalent understanding of key customer success principles.
Proactiveness to take initiative and ownership to increase quality of work and successful outcomes.
Willingness to jump in and learn as you go in a fast-paced environment with the ability to prioritise and give attention to detail.
Demonstrated project management, business analysis, and problem-solving with a systems mindset.
Ability to work in cross-functional teams with a background in customer, sales or business ops.

Nice to have:

Experience in data analysis, business intelligence, and design of reports and dashboards.
Understanding of data structures, data modelling, and database management.