Job Description Summary

Job Description

Key Responsibilities

• Serve as the primary administrator for core CS platforms (Gainsight Qualtrics FullStory SFDC and SharePoint) managing configurations user access security settings and platform upgrades to ensure reliable and optimized system performance
• Design build and maintain workflows automations and rules engines within CS platforms to streamline repetitive tasks improve team efficiency and enable scalable customer engagement at every stage of the lifecycle
• Develop and manage data integrations between CS platforms and adjacent systems ensuring seamless data flow accuracy and consistency across the technology stack
• Partner with the Digital CSM Lead to architect and deploy automated customer touchpoints health scoring models and playbook triggers that enable proactive and personalized customer engagement at scale
• Collaborate with the CS team on play enablement translating business requirements into system configurations that support targeted customer interventions and value realization workflows
• Establish and enforce data governance standards across all CS systems including data hygiene protocols validation rules and regular audits to ensure data accuracy and reliability for downstream reporting
• Build and maintain reporting and dashboard infrastructure that provides actionable insights to CS leadership enabling data-driven decision making on customer health team performance and operational efficiency
• Drive system adoption across the CS organization by developing training materials conducting enablement sessions and serving as the go-to resource for platform-related questions and troubleshooting
• Evaluate emerging tools and technologies making recommendations for new solutions or enhancements that align with the CS organizations strategic objectives and operational needs

Additional Information