Overview
We are seeking a highly motivated and detail-oriented User Behavior Analyst with expertise in Gainsight or Marketo to join our Analytics team. This role will play a critical role in optimizing customer engagement and retention strategies. A profound understanding of Gainsight, Marketo or similar tools and deep understanding of data analytics, and product analysis principles is required to drive successful product optimization efforts.
In This Role, You Will
- Collaborate with cross-functional teams to design and execute customer campaigns aimed at improving product adoption, satisfaction, and retention.
- Configure Gainsight objects, fields & workflows and ensuring data integration between Gainsight and other systems (e.g. Salesforce, Snowflake).
- Create and manage email templates, segments, and journeys within Gainsight.
- Configure email triggers and automation rules based on customer behavior or conditions as defined by stakeholders
- Optimize campaigns deliverability and performance.
- Define and track key performance indicators (KPIs) including opens, clicks, conversions, and other metrics to assess the success of customer campaigns.
- Identifying areas of improvement within the user experience and recommending data-driven solutions to address pain points and maximize user engagement.
- Providing regular reports and recommendations to stakeholders to help refine product development, marketing strategies, and customer success initiatives.
- Help refine customer segmentation strategies based on Gainsight/Marketo data, tailoring campaigns to specific customer groups for maximum impact.
Here's What You Need
- 4-7 years of experience working with Gainsight, Marketo, or similar Customer Success platforms with good understanding of Salesforce Objects.
- Bachelor's Degree (in technology, statistics, sciences, or mathematics) and/or Engineering with good academic record.
- Experience working in SQL or Snowflake, Advance Excel.
- Good data analysis and visualization skills.
- Proficiency in campaign design, execution, and optimization.
- Experience with A/B testing and segmentation strategies will be a plus.
- Excellent communication and collaboration skills.
- Good presentations and storytelling skills to deliver insights to the larger audience.
- Attention to detail and strong problem-solving abilities.
- Self-driven and can work with geographically spread teams.
