Key Responsibilities

Our internal expert on the Gainsight tool responsible for CX enablement and adoption to improve our ROI from the investment

Manage the strategic direction of the roadmap for Gainsight through stakeholder interviews and liaison with our vendor

Responsible for driving adoption of key behaviours in the tool through enablement and workflow improvement

Responsible for establishing measures of success and reporting against those measures, to guide future planning (support from Insight analyst)

Qualifications & Competencies

Minimum of 5 years of professional experience with a working knowledge of Customer Success and the SaaS lifecycle

Working knowledge of Gainsight

Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences

Experience managing projects and delivering to deadlines

Experience in CS or Sales enablement or other training via an elearning program

Experience working in a highly collaborative, dynamic, and team-oriented work environment

High level of general technical understanding

Easily adapts to new technology

Problem solving capabilities, attention to detail, data handling skills

Understanding of user experience

Proficient in MS Office (PPT & Excel)

Cision

CX Product Owner