Customer Success Platform Specialist

Customer Success Platform Specialist

We are looking for an Automation Platform Specialist. The Automation Platform Specialist will work with the Global Tech Touch Program Manager in pursuit of driving customer success at scale. This primarily includes the ownership, organization and orchestration related to outbound customer touchpoints. The role will oversee configuration, orchestration and QA of automated customer touchpoints, troubleshooting of technical issues, and maintain existing program assets within the Gainsight platform. The candidate will be collaborating with the Gainsight / CPIT team to ensure integrity of best practices, communication of current deployment models and reporting on new Gainsight features which may be relevant for the business in pursuit of continuous improvement. The Specialist will also be responsible for being the subject matter expert on various tools which will help advance efficiency of operational cycles.

The ideal candidate has an interest in customer success, project management, time management, and technical aptitude. We're looking for someone who is energized by contributing to continuous process improvement, and enjoys the excitement of something new!

To excel in this role, you need to be:

• Able to communicate effectively across multiple regions
• Able to work in a dynamic fast-paced organization
• Passionate about customers
• A multiplier, someone who goes beyond the job description to contribute strongly to others on a high performing team
• Flexible, self-aware, highly motivated and open to feedback
• Have a keen interest in continuous process improvement
• Highly organized with an acute attention to detail
• Be able to work autonomously and alongside a high performing team
• Deliver on tight timelines without sacrificing program integrity.
• Detail focused and be able to adapt to new features/functions that support campaign delivery.

Role Responsibilities

• Day to day Automation Platform Operations – SuccessPlay/CTA administration, segmentation expertise to oversee campaign criteria, campaign coordination/creation, program readiness, and QA.
• Data governance and exporting of platform performance analytics for stakeholder dashboards
• Collaborate with cross-functional team to influence business process optimization for Tech-Touch
• Assisting with touchpoint design, maintenance, integrated analytics and optimization
• Oversee utility of the Gainsight platform on behalf of the Tech Touch (TT) program team
• Provide guidance on best practices for using the automation platform
• Monitoring JO performance and provide recommendations for improvement
• Supporting end to end customer lifecycle automation across SAP portfolio
• Leveraging AI to assist customer engagement, insights and responses.
• Working with different solution and board areas to facilitate productivity via Gainsight capabilities

Required Skills

• Professional experience in project management and multi-tasking and oversight of multiple tasks delivered against set deadlines
• Must be able to use data to present insights, evaluate engagement and make recommendations.
• Demonstrated experience developing, executing and evaluating campaigns
• Understanding of Customer Success Platforms
• Ability to work well in a team as well as independently
• Possesses a positive self-motivated can-do attitude
• Excellent trouble shooting and problem-solving skills

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.