Digital Customer Experience Associate
Gainsight
- Hyderabad, Telangana
- Permanent
- Full-time
Job OverviewAs a Digital Customer Experience Associate, you’ll join the CS Ops team as a critical resource to help us envision, launch, measure, and continuously improve our 1:Many efforts. You will work closely with our digital programs team to create engagements that support retention, expansion, and advocacy across all customer segments, and especially our smallest customers.
Qualifications
- Strong written and verbal communication
- Knowledge of digital adoption and/or analysis tools: Gainsight PX, Pendo, Walkme, Amplitude, Heap, etc.
- Experience designing and creating digital assets that are visually appealing and engaging
- Project management skills; ability to execute on key milestones and deliverables in a timely manner
- Basic knowledge of user and customer journeys
- Effective problem-solving; resourcefulness
- Highly organized; responsive to the needs of your customers and team
- Brings a learning mindset; coachable
- Ability to build relationships
- Comfortable with basic data analysis, PowerPoint, Excel, Google Slides, and and Google Sheets
- Experience with Gainsight PX
- Knowledge of Gainsight PX best practices and principles of product-led growth
- Experience with HTML / CSS
- CS domain knowledge, inclusive of the customer journey
- Technical copywriting experience, especially microcopy
- Basic video editing
- Partner with our leader(s) of digital-led strategy and Digital Customer Experience Designer to help craft strategy and design of 1:Many programming across all Gainsight products.
- Maintain an understanding of the greatest pain points that we’re trying to address, such as: product areas with low adoption, ‘sticky’ workflows that more customers should adopt, inefficient CO workflows, and CO motions that can be automated
- Build PX in-app engagement adoption campaigns, including those that leverage functionality in Journey Orchestrator such as emails and CTA creation
- Partner with teams who may be able to assist with creating messaging and building the programs, such as Customer Marketing and CSA.
- For each program, measure impact and learning goals, and monitor and measure activity to iterate towards more successful engagements.
- Identify and propose opportunities for us to drive greater maturity of Gainsight PX and 1:Many in general.
- Assist CS leadership with designing and building PX engagements that suit their goals, and thus support customers across their lifecycle. Partner with your manager to balance prioritization of these requests, and to create and communicate your roadmap.
- Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more
- Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive.
- Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all.
- Our Wellness Priorities: Monthly Recharge Days that re-energize us.
- Our Parody Videos: No explanation needed. Just watch them