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About the Role

We are seeking a Customer Experience Operations Manager who will act as the lead technical administrator and subject matter expert for the Customer Office's technology ecosystem. Reporting to the Senior Director, you will oversee and refine system configurations, workflows, automations, integrations, and reporting functions that underpin customer engagement strategies and operational workflows. This position involves driving workflow designs and AI-powered automation enhancements throughout the customer lifecycle to boost efficiency, streamline systems, and elevate service quality. This is a remote opportunity open to applicants based in Maharashtra, India.

Key Responsibilities

Serve as the chief technical administrator for systems such as Gainsight, Kantata (Mavenlink), and connected platforms.
Manage and optimize system setup, including workflows, automations, business rules, integrations, and reporting to support customer strategies.
Ensure accurate system configurations, seamless integrations, and alignment with customer engagement and operational objectives.
Provide advanced troubleshooting and system support, proactively resolving issues to maintain uninterrupted service for customer-facing teams.
Monitor system performance regularly, conduct audits, and implement improvements for scalability and reliability.
Design and execute end-to-end customer lifecycle workflows ensuring smooth transitions across teams and platforms.
Lead initiatives involving AI and automation, including predictive analytics, intelligent triggers, and workflow streamlining to enhance engagement and team productivity.
Identify, develop, and apply process and technology improvements that reduce manual effort and boost operational performance.
Collaborate with cross-functional teams to gather requirements and deliver scalable, impactful system solutions.
Partner with Customer Success, Support, and Professional Services to fully leverage system capabilities for improved service delivery.
Coordinate the rollout of new tools, features, and system enhancements, overseeing adoption and integration.
Manage vendor partnerships and assess emerging technologies, especially AI-driven tools.
Continuously pursue operational excellence by improving processes, workflows, and system utilization within the Customer Office.
Act as a trusted advisor by offering guidance, training, and sharing best practices with internal teams.
Support change management efforts to ensure effective tool and process adoption.
Perform additional duties as assigned.

Qualifications and Skills

Minimum eight years of experience in customer, revenue, or operations roles, with extensive hands-on ownership of platforms like Gainsight, Kantata, Salesforce, or equivalents, preferably in SaaS or technology sectors.
Proven expertise configuring and maintaining customer success platforms, including workflows, automations, and reporting.
Preferred qualifications include Gainsight Administrator certification and experience with professional services automation (e.g., Kantata/Mavenlink) and CRMs (e.g., Salesforce) plus data integration tools.
Strong background in system integrations, data management, and analytics/reporting.
Experience implementing or utilizing AI and automation technologies within operational contexts.
Comprehensive understanding of the customer lifecycle and strategies to enhance customer experience.
Ability to translate complex business needs into technical solutions that scale effectively.
Collaborative team player with a focus on collective success.
Creative and innovative thinker seeking continuous improvement.
Excellent communicator who listens actively and expresses ideas clearly.
Skilled problem solver employing logical, root-cause analysis to complex challenges.

Personal Attributes

Proactive problem solver who addresses challenges independently and drives business advancement.
Committed to learning, experimentation, feedback sharing, and continuous growth.
Adaptable and resilient under change, responding thoughtfully and seeking new opportunities.
Effective collaborator fostering positive relationships and information flow across teams.
Confident in respectfully challenging ideas to achieve superior outcomes.
Clear, inclusive, and proactive communicator.
Strategic thinker considering broader organizational impact beyond immediate responsibilities.
Accountable and reliable owner of work and outcomes.
Committed to raising team standards and contributing to team development.

Company Values

Step Up: Exemplifying the company’s core principles in all actions.
One Team: Cultivating a welcoming, safe, and empowering work culture.
Customer Obsessed: Intensely focused on customer success.
Go Fast, Be Agile: Prioritizing speed and simplicity to enhance competitiveness.
Play to Win: Building a profitable and outstanding company for stakeholders.
Neighbours & Allies: Supporting communities and fostering allyship.

Additional Information

Accommodations are available for candidates throughout the recruitment phases upon request. The company utilizes AI technologies to assist in recruitment processes such as screening and interview feedback summarization; however, final hiring decisions rest with human professionals exercising their judgment. For further details on AI usage and candidate rights, please see the company’s privacy policy.

Customer Experience Operations Manager