Customer Experience Operations Manager

Role Overview

We seek a Customer Experience Operations Manager to act as the lead technical administrator and expert for our Customer Office technology platforms, including Gainsight, Kantata (Mavenlink), and other related systems. Reporting to the Senior Director, you will manage system configurations, workflows, automations, integrations, and reporting to bolster customer engagement and operational efficiency. This position is open for remote candidates residing in Maharashtra, India.

Key Responsibilities

• Serve as the principal technical administrator and subject expert for Customer Office technology stack.
• Oversee and enhance system settings, workflows, automation rules, integrations, and reports.
• Ensure precise system configuration aligned with customer engagement strategies and business processes.
• Deliver advanced system troubleshooting and proactive support to minimize downtime for customer-facing teams.
• Regularly monitor system performance, audit configurations, and implement improvements to ensure scalability and reliability.
• Design seamless workflows throughout the customer lifecycle, ensuring efficient transitions between teams and systems.
• Lead AI-driven initiatives such as predictive scoring, intelligent triggers, and workflow automation to improve efficiency and engagement.
• Identify process optimization opportunities leveraging automation and system features.
• Partner with cross-functional teams to gather requirements and implement scalable system solutions.
• Collaborate with Customer Success, Support, and Professional Services to maximize platform use and service quality.
• Manage vendor relationships and assess new technologies, including AI-based tools.
• Promote continuous improvement in processes, workflows, and system utilization.
• Provide advisory support, conduct training, and share best practices to internal teams.
• Support change management and champion effective adoption of tools and processes.
• Perform additional tasks as assigned.

Candidate Profile

• Minimum 8 years' experience in Customer, Revenue, or Operations roles with hands-on management of platforms like Gainsight, Kantata, Salesforce, preferably within SaaS or technology sectors.
• Demonstrated expertise configuring and optimizing Customer Experience or Customer Success platforms, including automation, workflows, and reporting.
• Preferred certifications and experience include Gainsight administration, Professional Services Automation tools, CRM systems, and data integration technologies.
• Experience in system integration, data management, and analytics reporting.
• Track record implementing AI and automation solutions in operational contexts.
• Strong grasp of the full customer lifecycle and strategic Customer Experience initiatives.
• Ability to translate business needs into technical implementations for scalable delivery.
• Exemplary collaboration skills, valuing teamwork over individual achievement.
• Innovative thinker, constantly seeking better approaches and creative solutions.
• Effective communicator, both verbally and in writing, with active listening skills.
• Systematic problem solver, addressing root causes and complex challenges logically.

Personal Attributes

• Proactive problem-solver who independently seeks challenges and drives progress.
• Committed lifelong learner with a growth mindset, open to experimentation and feedback.
• Adaptable and calm under pressure, focusing on finding opportunities amidst change.
• Collaborative team member who builds positive relationships across departments.
• Confident in challenging the status quo to achieve optimal results.
• Communicates openly and inclusively, fostering clear information exchange.
• Broad thinker aware of how personal contributions impact organizational objectives.
• Accountable owner with pride in delivering reliable outcomes.
• Driven to elevate the team's success beyond standard expectations.

Company Principles

• Step Up: Exemplify guiding principles in all actions.
• One Team: Foster an inclusive, safe, and empowering workplace.
• Customer Obsessed: Prioritize customers' success relentlessly.
• Go Fast, Be Agile: Favor speed and simplicity over perfection.
• Play to Win: Commit to building a profitable and impactful company.
• Neighbours & Allies: Support communities and embrace allyship.

Additional Information

Accommodations are available upon request throughout the selection process. The hiring process utilises AI tools for screening and feedback summarization; however, final decisions are made by humans using professional judgment.