[Hiring] Customer Experience Operations Analyst @World Wide Technology

Role Description

As the Customer Experience Operations Analyst, your key areas of focus will be:

• Gainsight administration
• Customer digital journey mapping

As the internal team administrator for the Gainsight platform, you will customize and configure it to align with our unique business processes and customer engagement strategies. The role will focus on analyzing and optimizing functionality to drive customer success and data integrity. Utilizing data-driven insights and feedback, you will map our digital touchpoints to enhance automation, scale and overall user experience. Additionally, you will train team members on proper procedures within Gainsight.

Responsibilities:

• Gainsight Admin
  • Configure and maintain Gainsight platform to optimize customer lifecycle management.
  • Journey Orchestrator
  • Data Designer
  • Rule Management/Creation
  • Reporting Accuracy
  • Dashboard
  • Develop periodic surveys and measure success
• Collaborate with cross-functional teams to implement and customize Gainsight functionalities as per business requirements.
• Utilize Gainsight data to derive insights and contribute to the development of customer success strategies.
  • Proactively look for tangible ways to improve our client’s and team’s experience with our tools or platforms
• Gainsight How to guides and Best Practices
• Digital Driver
• Platform Management-Internal & External
• Platform Template Design
• Automated insight to drive data integrity and follow up action
• Digital Journey Via Gainsight
  • Digital Touchpoint
  • Surveys
• Communication
  • Weekly update communication
  • Gainsight change Management
• Identify ways to promote CX and our successes to internal stakeholders

Qualifications

• Gainsight administration experience required.
• Experience with any design or visualization SW.
• Past work experience with Cisco, VMWare, Microsoft, Dell EMC and other OEMs.
• Strong organization skills.
• Operationally minded.
• Capable of analyzing and deciphering data.
• Ability to solve problems quickly and take a “common sense” approach to challenges.
• Capability to perform comfortably within an ambiguous and quickly changing environment.
• Self-driven, business minded, and goal orientated.

Requirements

• Salary range: $65,000.00 to $80,000.00 annually, based on various factors including shift, location, experience, skill set, performance, licensure and certification, and business needs.
• Variable incentive compensation may be available, such as bonuses or commissions.

Benefits

• Health and Wellbeing: Health (Medical & Prescription), Dental, and Vision Care, Onsite Health Centers (MO & IL), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Flexible Spending Accounts, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Medical Leave, Military Leave, Bereavement, Day of Caring
• Additional Perks: Family Planning Benefits, Nursing Mothers Benefits, Voluntary Legal, Voluntary Supplemental Accident/Illness/Hospital, Voluntary ID Theft, Pet Insurance, Employee Discount Program

Note: This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits. For more information, see our US benefits website at wwt.com/us-benefits.