About the Role
The Customer Organisation (CO) is a division of Wood Mackenzie focused on retaining subscription revenue and supporting the company's growth via customer experience. Each team under the CO umbrella has a key function, whether it's to embed products, deliver satisfaction, deliver agreed-upon customer outcomes, internally define the customer experience strategy, or enable the division's success.
Wood Mackenzie's Customer Organisation is looking for a Gainsight Developer to help the team further develop Gainsight and ensure we use the platform to its fullest potential.
The Gainsight Developer will be a key member of the Digital Customer Success and Retention team within the larger Customer Organisation. This role will create workflows for our Customer Success Managers (CSMs), retention teams, and sales teams and drive value for our customers across the lifecycle.
The person in this role must be a strategic, collaborative problem solver who can quickly identify business needs and find ways to move forward quickly and effectively. This person can translate business requirements into technical designs implemented in Gainsight. This role will also work with additional teams to integrate systems such as Salesforce and other data source systems while adhering to systems administration standard methodologies.
Main Responsibilities
- Solution design
- Configure, deploy and administer the Gainsight platform, which includes system configuration, reporting, dashboards, end-to-end workflows, and systems integrations
- Collaborate with cross-functional end users, both within Customer Organisation and outside, to gather business requirements that impact Gainsight and other tools, and configure the system to meet those needs. This includes partnering with other operations teams as needed
- Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
- Develop new business processes in partnership with the Customer Organisation and Sales leaderships teams, Customer Success leadership, and cross-functional teams
- Manage the rollout of processes, including thoughtful timing and a focus on business outcomes
- Design business rules that analyse customer data and trigger actions for the Customer Success team to engage with customers
- Manage mapping and documentation of technical Gainsight design specifications.
- Monitor system performance, data integrity, and user activity and suggestions. Use this information to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
- Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
- Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
- You will be key orchestrator with cross-functional teams for building out solutions on Gainsight and Salesforce platform that will make customer success operations run smoother, quicker, and smarter
Experience required for the role:
- Minimum 2-3 years of experience with Gainsight development. Gainsight certification is a plus
- Been independently managing a Gainsight platform, creating strategies around optimising platform workflows.
- Experience as an end-user of a CRM, customer support system, or marketing automation system
- Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems and software
- Demonstrated project management, business analysis, and problem-solving skills PMP Certification a plus
- Experience working in cross-functional, global teams
- Self-starter, demonstrating leadership of owned projects and a focus on timeliness
- Excellent written and verbal communication and presentation skills
- Strategic thinking and prioritisation
- Problem solver with a systems mindset
- Experience in operations for customer success, sales, support, services, or marketing
- Experience in data analysis, business intelligence, and design of reports and dashboards
- Understanding of data structures, data modelling, and database management
