Senior Business Operations Specialist, Customer Engagement – Gainsight Specialist- Hybrid or Remote
We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
The Customer Engagement Team is looking for a Senior Business Operations Specialist to play a crucial role in partnering with and supporting the Global Customer Engagement Organization to build, manage, and continuously improve Customer Engagement operations. Your work will include developing and implementing Gainsight initiatives that support Customer Engagement Specialist in driving customer engagement, creating and managing onboarding and training plans, success plans, and other internal and external-facing assets.
As a Senior Business Operations Specialist, you will:
- Reporting & Analytics: Understanding the analytics lifecycle you will define reporting requirements, oversee the creation of reports and dashboards, and use these tools to increase insights and effectiveness for the Management team.
- Operational Efficiency: Streamline the effectiveness of processes by building and documenting workflows in collaboration with cross-functional teams. Continuously improve a Global Customer Engagement Management Framework to ensure adherence to global standards.
- Program Development & Management: Partner with stakeholders to implement programs, procedures, and policies to enable Customer Engagement Specialist to lead customers through their journey successfully. Develop content for internal assets like playbooks and customer-facing assets that drive adoption and renewal.
- Gainsight Program Delivery: Leverage Gainsight to create dashboards, develop strategic Playbooks, and design customer journeys using Journey Orchestrator.
- Global Alignment & Process Improvement: Collaborate with core stakeholders in Global Customer Success/Customer Engagement Leadership to develop, implement, and continuously improve global programs. Ensure alignment with business objectives and exceed performance targets.
- Content Strategy & Creation: Leverage content that caters to different customer personas, ensuring a delightful customer engagement journey. Monitor content performance and gather feedback for improvements.
- Training & Enablement: Conduct training sessions for the team and build enablement materials that empower teams. Leverage strong internal relationships to work cross-functionally and drive the success of Customer Success initiatives.
Required qualifications
- Bachelor's degree in a relevant field; an MBA or advanced degree is a plus
- At least eight years of experience in Program Management, Customer Success, or Business Operations
- 2-4 years of experience using Gainsight, specifically in creating dashboards, building playbooks, and designing customer journeys in Journey Orchestrator
- Experience in content creation, technical writing, analytics lifecycle or a similar role with a focus on Customer Engagement.
- Strong cross-functional collaboration skills and experience in building strong internal relationships.
- Ability to manage multiple initiatives simultaneously, prioritizing and adhering to deadlines.
- Development and delivery of dashboard and reporting requirements
- Process Improvement, the ability to identify inefficiencies, analyze data, and develop actionable solutions is key to successful process improvement
- Strong familiarity with emerging ways to use AI
Preferred qualifications
- Knowledge of Customer Engagement processes and best practices.
- Development / hosting for large group training programs
- Experience in successfully developing and implementing programs across cross-functional teams
- Development of Customer Engagement internal and external enablement content such as templates and playbooks
- Technical background with the ability to comprehend complex concepts and translate them into actionable content.
- Experience with Gainsight’s Journey Orchestrator or Marketing Automation software.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.
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