Customer Success Specialist

Description:

The ideal candidate has an interest in customer success, project management, time management, and technical aptitude. We’re looking for someone who is energized by contributing to continuous process improvement, and enjoys the excitement of something new!

To excel in this role, you need to be:

• Able to communicate effectively across multiple regions

• Able to work in a dynamic fast-paced organization

• Passionate about customers

• A multiplier, someone who goes beyond the job description to contribute strongly to others on a high performing team

• Flexible, self-aware, highly motivated and open to feedback

• Have a keen interest in continuous process improvement

• Highly organized with an acute attention to detail

• Be able to work autonomously and alongside a high performing team

• Deliver on tight timelines without sacrificing program integrity.

• Detail focused and be able to adapt to new features/functions that support campaign delivery.

Role Responsibilities:

• Day to day Automation Platform Operations – SuccessPlay/CTA administration, segmentation expertise to oversee campaign criteria, campaign coordination/creation, program readiness, and QA.

• Data governance and exporting of platform performance analytics for stakeholder dashboards

• Collaborate with cross-functional team to influence business process optimization for Tech-Touch

• Assisting with touchpoint design, maintenance, integrated analytics and optimization

• Oversee utility of the Gainsight platform on behalf of the Tech Touch (TT) program team

• Provide guidance on best practices for using the automation platform

• Monitoring JO performance and provide recommendations for improvement

• Supporting end to end customer lifecycle automation across SAP portfolio

• Leveraging AI to assist customer engagement, insights and responses.

• Working with different solution and board areas to facilitate productivity via Gainsight capabilities