SMB Technical Customer Success Manager

Gainsight • Saint Louis, MO 63150

Posted 1 week ago

Job Description

Gainsight is a venture-backed, fast growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customers relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform of choice for many leading companies like Box, Adobe and Workday. The company has 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. Gainsight's CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. The company has offices in California, Phoenix, St. Louis, London and India.

Job Description

The Customer Success Manager or Client Outcomes Manager (COM) 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 manages client engagements and works in tight partnership with the Client to do the following:

* Set strategic direction in Client's use of Gainsight 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 to delivering against success criteria

* Engage across the Client's organization and works 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 product

* Ownership for outcomes including risk management and mitigation, client's value realization, and Client & Gainsight's mutual success

What You'll Do

* Customer Consultation

* Work with new and existing Gainsight customers to provide onboarding, integration, education and documentation to drive long term customer success & value with Gainsight

* Strategically Configure, Test, Document, and educate both Gainsight and Customer resources on system design to ensure long term success

* Solutioning

* Evaluate external data systems and design requirements to understand level of effort for integrating to Gainsight

* Recommend best practice use case of Gainsight based on understanding of customer's business, use cases, success criteria for getting value, and data

* Understand database management to deliver external customer data to Gainsight's MDA warehouse for consumption by end users of Gainsight (SFDC, Redshift, MongoDB, Amazon S3)

* Configure all features of the Gainsight application, including rules, reports, dashboards, Calls to Action (alerts), playbooks, health scores, surveys, automated emails, workflow, account hierarchies, and Relationships

* Outcomes and Risk Management

* Remain up to date on Gainsight 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 through Chatter and Email, and via weekly 1:1s with your Manager

* Documentation

* Produce internal best practices and customer user stories to strengthen the implementation process for the Corporate customer segment

* Collaboration

* Collaborate closely with Post-Sales team both in the US and in India

* Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions

* Maintain a highly organized and accurate task list, visible to project management and other project resources engaged

Required skills

What We're Looking For

* BA/BS Degree

* 3+ years of recent technical experience is required, e.g., implementing Salesforce or other CRM, handling technical support cases, Technical Account Manager for a B2B company, etc.

* 4+ years of recent experience in Professional Services/Consulting/Customer Success/Business Development

* Strong proficiency in Salesforce is a MUST

* SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package

* Experience managing cross functional teams within a customer organization to support a joint outcome

* Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must

* Passion for customer success & excellence

Additional Skills

* Passion for Gainsight Values of Golden Rule, Success for All and Childlike Joy

* Thrive in a fast pace environment with ability to prioritize and multi-task on the fly

* Resourcefulness, creativity and strategic thinking for troubleshooting problems

* Self motivated and self-directed; Fast learner

* Strong English communication and documentation skills

* Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently

* Strong attention to detail and documentation

* Comfortable in supporting and working with global customers across many time zones

Job Benefits

At Gainsight, we don't believe in doing things as a "means to an end." Life's too short to have anything short of a joyful work environment that we passionately believe in. We think that "work vs. life" is a false choice created by pundits, cynics and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.

Here are our 5 core values

* Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust and giving back to each other and our community.

* Success for All: We believe that success for our stakeholderswhether our teammates, clients or shareholderscomes with a sincere focus on continuous learning, selfless teaching and making a difference in each other's lives.

* Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.

* Shoshin: We believe in a beginner's mind. Don't surround yourself with people like you--diversity breeds creativity.

* Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness. The solution is think more, not doing more.

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,

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