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Gainsight PX® was built as an easy-to-use but powerful platform to continuously engage with customers in-product and measure their interactions. In addition, our team creates best-in-industry content for product experience and management leaders. We want to help bring modern, innovative thinking a cornerstone of their day-to-day work. Gainsight has defined the customer success category and now we're going to do the same for the product category. We're already the platform of choice for many leading companies like Box, Adobe, and Workday. We've been recognized as one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. Our offices are in Redwood City, San Francisco, Phoenix, St. Louis, London, Hyderabad, and Tel Aviv. About The Job RoleThe Customer Success (Client Outcomes) Manager will be joining our fast-growing Customer Success team responsible for delivering massive value to our customers. On a day to day basis, the COM is the single point of accountability for the customer.Set strategic direction in Client’s use of Gainsight PX to address business challenges via a prescriptive approach to Customer Success and Gainsight configuration best practices Facilitate setting outcomes and measurable objectives with the Client (“success criteria”) Hold Client and Gainsight accountable for delivering against success criteria Engage across the Client's organization and work cross-functionally within Gainsight to identify opportunities and risks, and present recommendations & solutions Facilitates conversations with Clients through a variety of tactics, including Challenger methodology, to ensure the client is on track to seeing maximal value from the Gainsight PX product Ownership for outcomes including risk management and mitigation, client's value realization, and Client & Gainsight's mutual success What You'll Do Solutioning Position Gainsight PX advantages against perceived alternatives and competing offerings Understand customer growth goals, strategies & initiatives, and establish Gainsight as a best in class product experience solution Recommend best practice use case of Gainsight PX based on an understanding of customer’s business, use cases, success criteria for getting value, and data Configure and set-up all features of the Gainsight PX application Outcomes and Risk Management Drive adoption of Gainsight PX's product features to maximize the value provided Remain up to date on Gainsight PX's product features and developed use cases to drive customers to best practice standards Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence Documentation Produce internal best practices and customer user stories to strengthen the implementation process Technical Support Help resolve software and technical questions for the customer efficiently and effectively Gather the required information necessary to best handle customer software and technical inquiries Manage customer expectations regarding estimated response times for issue resolution Meet SLAs like response and resolution timesWhat We're Looking For BA/BS or Equivalent 2+ years of recent experience in Professional Services/Consulting/Customer Success Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must SaaS experience is required Strong passion for being hands-on technically and product savviness Com administration experience is a big bonus Strong proficiency in Salesforce, specifically in regards to data architecture/modeling and application configuration Gainsight product experience would be an added advantage SFDC implementation, the data model (standard and custom objects), REST API, Administrator, Managed Package highly preferred Experience collaborating with cross-functional teams within a customer organization to support a joint outcome Passion for standardized/prescriptive processes Enthusiasm for customer success & excellence Why You’ll Love It Here Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track! Our Leadership: We offer the leading tech solution for driving Customer Success. Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction. Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface. Our Impact: We help our customers make millions of dollars more per year. Our Clients: Big companies like Box, Adobe, Marketo, and many others. Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!). Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.Here are our 5 core values Golden Rule: We believe in trusting each other, and our community by exercising reliability. Success for All: We believe that success for our stakeholders comes with making a difference in each other’s lives. Child-like Joy: We aspire to experience passion, optimism, and laughter in everything we do. Shoshin: We believe in a beginner’s mind, and that learning comes from everywhere. Stay Thirsty, My Friends: We believe in an internally-driven strive for greatness. Individuals seeking employment at Gainsight are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
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