Fast Facts

Go1 is seeking a remote CX Delivery Manager with Gainsight expertise to enhance customer journeys and manage the Gainsight NXT instance. This role focuses on improving processes, driving customer satisfaction, and collaborating with cross-functional teams.

Responsibilities: Lead Gainsight administration, enhance customer journey processes, manage cross-functional collaborations, implement best practices, and drive reporting and analytics for customer engagement initiatives.

Skills: Strong customer project management skills, Gainsight NXT Admin certificate (Level 3), analytical abilities, excellent communication, problem-solving skills, and experience in SaaS and customer lifecycle management.

Qualifications: 4+ years of experience in customer-focused project management or service delivery, business analysis experience, and familiarity with digital experience tools such as Intercom and Salesforce.

Location: This is a remote position, but candidates must reside in California, Washington, Oregon, Nevada, Colorado, Utah, or Arizona.

Compensation: $90000 - $110000 / Annually

The CX Delivery Manager - Gainsight serves as the primary Administrator of Go1’s Gainsight NXT instance. You will play a crucial role in shaping and enhancing the customer journey. By configuring and optimizing the platform, you help ensure that customers have positive experiences, which directly impacts retention and growth of our customers. You will be responsible for developing and executing our post-sale system enhancement and configuration roadmap, as well as handling service desk requests. Your work will empower Go1 teams to manage the post-sale experience effectively, ensuring customer satisfaction and operational efficiency. Must be located in the Pacific or Mountain time zones for global cross over with Australia teammates.  

Why you'll love this role:

• Gainsight Administration: Administer and continuously evolve Go1’s Gainsight platform and related workflows to enhance existing processes, driving efficiency and customer satisfaction.
• Cross-Functional Collaboration: Partner with various internal teams to identify pain points and opportunities, leveraging this knowledge to enhance processes within Gainsight and other post-sale tools.
• Best Practices Implementation: Design, develop, and execute strategies for optimal Gainsight usage, including managing renewals, driving adoption, and mitigating risks.
• System Management: Manage Gainsight administrative tasks, including troubleshooting, user management, permissions, automation, and system performance monitoring.
• Impact Measurement: Set measurable goals for projects and enhancements, and manage, measure, and report on their impact.
• Customer Engagement: Leverage journey orchestration tools to deliver scalable customer touchpoints and communications that activate and engage customers.
• Reporting and Analytics: Build reports and dashboards that enable teams to manage their portfolios effectively and meet their KPIs.
• Process Improvement: Identify and implement improvements in post-sale processes and systems to drive efficiency and effectiveness.
• Data Management: Maintain and enhance customer data management systems, health scorecards, and automations to utilize customer data effectively.
• Roadmap Execution: Plan and execute the post-sale ecosystem roadmap, delivering continuous improvements that support the success of internal teams.
• Customization: Integrate new roles and teams into post-sale tools, customizing experiences to align with Go1’s organizational strategy.
• Vendor Management: Manage relationships with specified vendors and stakeholders, including business reviews and technical account management, to maximize value from subscriptions and present relevant utilization metrics.

Shared Accountabilities

• Customer Communications: Collaborate with Marketing and Customer Success teams to develop and deliver customer communications and scalable touchpoints that activate customers.
• Customer Journey Enhancement: Work with CX Strategy team members to continuously improve customer journeys and drive customer happiness.
• Feedback Mechanisms: Partner with the Research team and other post-sale teams to develop, enhance, and deliver customer feedback mechanisms that support the measurement and monitoring of customer health.

We're excited about you if you have: 

• 4+ years of customer-focused project management, system, or service delivery experience.
• Must have a Gainsight NXT Admin certificate - Level 3.
• Experience in business analysis, active listening, and requirements gathering, with the ability to translate requirements into actionable plans.
• Strong problem-solving skills, including the ability to resolve conflicts and find creative solutions to pain points.
• Experience in developing, operationalizing, and maintaining customer processes and policies.
• Excellent communication skills, with the ability to clearly convey ideas, collaborate with internal teams, and influence stakeholders.
• Strong analytical skills, with the ability to use data to support and drive decision-making.
• Experience in the SaaS industry, with a strong understanding of post-sale best practices (desired) 
• Proven ability to manage and collaborate with cross-functional stakeholders at various levels.
• Experience with digital experience tools such as Intercom, marketing automation, website development, and CRM platforms like Salesforce.
• Experience with, or exposure to, customer lifecycle management, experience design, or journey mapping.
• Position is remote, but you must be located in California, Washington, Oregon, Nevada, Colorado, Utah or Arizona to be considered.

At Go1, your base pay is one part of your total compensation package. This role pays between $90,000 and $110,000 and your actual base pay will depend on your skills, qualifications, and experience. This role is also eligible for the employee bonus plan and employee stock options.

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above.

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