Customer Success Manager leading a team for trial enablement and adoption in law firms. Collaborating with Sales, Marketing, and Product for enhanced customer engagement and onboarding strategies.
About the role
- Customer Success Operations managing Gainsight platform, building reports, and analyzing data for customer success teams. Collaborating on initiatives and supporting system updates.
Responsibilities
- Responsible for the Administration and Management of the Gainsight CS platform for the Customer Success Team
- Build & maintain reports and dashboards within Gainsight
- Data Analysis both within Gainsight but also other internal systems, some of which would be C Suite facing
- Building, managing and depricating fields within Gainsight that helps support the teams initiatives
- Updating account data for renewals, downsells, churns
- Updating account data in Gainsight for customer package and contract information
- Build & maintain standard playbooks and templates
- Maintain system data hygiene (e.g. depricate fields)
- Manage the folder hierarchies and organization in Gainsight
- Monthly ARR Churn Forecasting and Analysis for Finance Team
- Monthly 12-Month ARR File Upload scrub and upload into Gainsight system
- Creating new fields as requested and adding them to reports as needed
- Provision & Deactivate new users
- Build/Distribute Email Templates and programs for customer communication
- Making system updates/modifications in Gainsight
Requirements
- English proficiency
- CRM Application skills
- Excellent written and verbal communication, strong interpersonal skills
- 2+ years experience in report/dashboard building/data analysis
- Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
- Solid project management skills
- Work cross functionally with other teams within ServiceChannel
- Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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