Customer Experience Operations Manager
You will serve as the primary technical administrator for Customer Office platforms. You will optimize system configurations, workflows, automations, integrations, and reporting; design lifecycle workflows; implement AI-enabled solutions; troubleshoot issues; improve processes; manage vendors; and train internal users.
Responsibilities
- Administer and serve as the subject matter expert for the Customer Office technology stack, including Gainsight and Kantata.
- Manage and optimize system configurations, workflows, automation, business rules, integrations, and reporting.
- Provide advanced system support and troubleshoot issues for customer-facing teams.
- Monitor system performance, conduct audits, and implement enhancements.
- Design and implement end-to-end workflows across the customer lifecycle.
- Drive AI and automation initiatives, including predictive health scoring and intelligent triggers.
- Identify and implement process improvements to reduce manual work and optimize performance.
- Gather requirements, evaluate impact, and deliver scalable system solutions with cross-functional stakeholders.
- Collaborate with Customer Success, Support, and Professional Services to improve service delivery.
- Plan and implement new tools, features, and enhancements.
- Manage vendor relationships and evaluate AI-driven technologies.
- Provide guidance, training, and best practices to internal teams.
- Support change management and adoption of tools and processes.
Requirements
- 8+ years of experience in customer, revenue, or operations roles.
- Hands-on ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools.
- Experience configuring, optimizing, and maintaining Customer Experience or Customer Success platforms.
- Experience with workflows, automation, reporting, system integrations, data management, and analytics.
- Experience implementing or leveraging AI and automation solutions in operational environments.
- Understanding of the end-to-end customer lifecycle and Customer Experience strategy.
- Ability to translate business requirements into scalable technical solutions.
Benefits
- Accommodations during the selection process upon request.