Key Responsibilities

Gainsight Administration 35% of time

• Serve as platform owner for Gainsight (CS PX where applicable): user management permissions data governance and integrations (CRM support billing).
• Design and maintain health scores playbooks journeys CTAs Success Plans and automated outreaches.
• Build and optimize dashboards for CSMs leadership and cross-functional partners; manage data quality SLAs.
• Partner with Client Success Leadership SalesForce Support and Client Services to align product telemetry usage data and customer feedback into Gainsight objects.
• Own release management: sandbox testing documentation enablement and change communications.

Smartsheet Solution Design & Reporting 20% of time

• Architect Smartsheet workspaces sheets and Control Center blueprints for scalable project/portfolio management.
• Develop automated workflows: forms update requests reminders alerts and approvals.
• Create portfolio rollups executive dashboards and cross-sheet reporting; establish naming conventions and metadata standards.
• Integrate Smartsheet with source systems (CRM data warehouse ticketing) via Data Shuttle/Connectors; maintain refresh cadences.
• Document templates and operating guides; train users and manage permissions.
• Project Manage Action Plans as needed

Executive-Level Client Summary & Insights 45% of Time

• Produce detailed concise executive-ready client reports distilling client perception voice of the client risk sentiment and relationship engagement.
• These summaries are full written reports derived from client interview transcripts requiring synthesis of qualitative insights into clear actionable narratives tailored for executive audiences. Client Success leadership will partner for report details to be written.
• Develop quarterly/board-report packs with trend analyses cohort views benchmarks and narrative themes. Quarterly report details will
• Create standardized storyframes: Objectives Actions Results Next Best Actions; tailor to executive audience.
• Establish publication cadences (monthly/quarterly) and a review workflow with CSMs Sales and Product.
• Maintain a library of client case studies and referenceable outcomes; manage version control.

Cross-Functional Enablement & Governance

• Define operating standards for data quality tagging health score inputs and playbook compliance.
• Run office hours training and enablement for CSMs and leaders; maintain knowledge base content.
• Partner with Finance and RevOps to align definitions of ARR churn risk categories and expansion metrics.
• Manage intake and prioritization of enhancements; maintain a transparent roadmap and backlog.

C&W Services is an Equal Opportunity employer to all protected groups including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

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