Cvent - Gainsight Admin - Customer Success

General Purpose of Position

You will need to coordinate internally to help identify the sources, metrics, frequency, and granularity of their data. You will be responsible for coordinating the activities required to deliver and execute pilot or programs in support of an existing departmentwide solution or a newly acquired system/business while also assisting in the decommissioning of services/systems that are deemed as - end of life- . This will require collaboration with key functions across the company.

You will have broad responsibilities: enabling client success groups to engage clients, drive expansion opportunities and renewals. You will also solve critical issues impacting reporting, ease of usage for all functions and driving change across divisions. You will also be responsible for working closely with the success group, LOB leaders on mining opportunities for deeper engagement.

This position requires a strong understanding of business processes, internal systems and operations, as well as the willingness to adapt to and accelerate in a dynamic business environment. You should be a problem solver who can work with many stakeholders to drive cross-functional teams to a common goal.

Candidate requirements :

1. 3+ years in a Customer Success, Relationship Management, Account Management, or similar role

2. Well versed with Gainsight, good know how of rule set/logics

3. Familiar with reviewing and understanding data used to build dashboards and reports

4. Project management and task organization skills

5. Excellence in providing end user support

6. Exceptional communication skills, highly organized, collaborative and detail oriented

7. Results-driven mentality, with a bias for speed and action

8. Strong analytical skills, with the ability to translate data into insights. Experience with Excel

9. Strong PowerPoint/Keynote and MS Excel skills.

10. Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

Job description :

1. Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed

2. Design business rules that analyze your customer data, and trigger actions for the customer success team to proactively engage with customers

3. Manage user accounts, groups and security settings in Gainsight and Salesforce

4. Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures

5. Partner with cross functional departments to learn business needs and how it may impact Gainsight and Salesforce

6. Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement

7. Identify opportunities for customers to act as Headspace advocates (e.g. testimonials, case studies)

8. Collaborate closely with Client Success Consultants & Sales to support pilot customers, renewals, and expansion opportunities