Cambium Learning Group
Gainsight Product Owner
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Product Development
🗓️ March 14th, 2024
Gainsight SaaSJob Overview:
Lexia is seeking an experienced Gainsight Product Owner to support and deepen the adoption of Gainsight on the Lexia Customer Success Team. In this capacity, the Gainsight Product Owner will maintain a product roadmap that includes refining existing structures built for high touch customer segment and in building out a digital CS strategy to support our curriculum and professional learning products.
Location: Remote, USA
Job Responsibilities:
Gather requirements, develop a plan, build and configure:
- Survey and interview a cross-functional team including members from customer success, research, marketing, and sales operations teams to learn our business needs and build a comprehensive solution that supports those needs
- Set up data integrations between our selected customer success tool and other systems (Qualtrics, Salesforce, Product Data)
- Design workflows, processes, dashboards, and business rules that analyze customer data, and trigger actions that allow Customer Success Managers to engage more proactively with customers
- Collaborate with research and sales operations teams to help identify the sources, metrics, frequency, and granularity of data
- Collaborate with business analysts, success management leaders to evolve our customer health score reflective evolving data sources.
- Partner with the project manager to build a robust project plan and identify which processes to rollout and when
- Build, implement and manage Gainsight roadmap aligned to strategic objectives of customer success team.
Manage ongoing tasks and documents:
- Intake requests from various teams and prioritize roadmap given internal Gainsight Admin resources and contract Gainsight TAM support.
- Coordinate and collaborate with technical teams SFDC, research, marketing operations on an ongoing basis to accomplish items on Gainsight roadmap.
- Monitor Gainsight system performance, data integrity, and user activity to make recommendations on license utilization and continuous improvement of Gainsight product feature usage and license utilization.
- Supervise Management of user accounts, groups, and security settings
- Support Gainsight Administrator and Gainsight leads with recommendations for workflow efficiencies through the development and adoption of best practices and standardized procedures in Gainsight.
- Work with business analysts and CS leadership to design strategic dashboards to focus CS team attention on essential leading and lagging indicators essential for retention and expansion.
- Available to enable Customer Success Management leaders with technical questions as they roll out additional processes or functionality.
- Work with business analysts and CS leadership to design strategic dashboards to focus CS team attention on essential leading and lagging indicators essential for retention and expansion.
- In collaboration with the customer marketing team, set up and maintain targeted and ongoing customer communication campaigns; Create new ones and end non-recurring campaigns in
- Compile and report on customer feedback metrics in collaboration with the research team
- Collaborate with CS operations teams to create workflow mappings and process documentation
- Manage Gainsight Administrator
Job Requirements:
- Minimum of a Bachelor's degree or equivalent experience
- 3+ years of experience with Customer Success Software administration experience (Certified Gainsight Administrator preferred)
- Experience building digital CS program at other SaaS technology businesses.
- 1+ year of Salesforce configuration and administration experience (preferably)
- Proficiency with object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
- Knowledge of customer success business function, including key metrics, processes, and general best practices to drive operational excellence
- Strong ability to work cross-functionally to understand business requirements and translate them to effective use of applications
- Proven success designing/building technical solutions and creating technical documentation
- Understanding of data management principles/query language
- Proven project manager with excellent verbal and written communication skills
- Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Ability to manage competing priorities and shift focus when necessary
- Self-starter who takes the initiative to bring solutions to a complex problem
- Exceptional attention to detail, especially as it relates to change management and releases of system improvements/updates
- Comfortable navigating ambiguity and tight deadlines
- Excellence in providing end-user support
- Confidence in advocating for best practice
To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.
