• Core responsibilities to include Architecting and designing Gainsight to meet the requirements of internal stakeholders & customers leveraging automation. Lead the project to meet the expectations
• The team currently comprises cross-functional team members working to deliver end results. The incumbent will need to have leadership qualities, analytical skills, and excellent collaborative skills to work across the entire organization
• Our current technical environment:

Gainsight, Salesforce, Azure DevOps, Power BI

What you’ll do:

• Work with internal business leaders on projects needed to promote the growth of BY Customer Success SaaS initiatives
• Develop requirements and create details design documents for identified changes
• Lead Customer Success related project activities, including coordinating meetings, program updates, program recognition, reinforcement-related activities, quality sampling, and trend analysis.
• Become the technical subject matter expert for the main tools used by the CS organization
• Work with Operations management to prioritize projects
• Identify new systems features that can be implemented to improve productivity, removing manual work when possible, and supporting quick onboarding of new customer success associates
• Stay up to date on new features of the different systems and keep in touch with the respective vendors
• Lead Customer Success related project activities, including coordinating meetings, program updates, program recognition, reinforcement-related activities, quality sampling, and trend analysis. Understand and communicate the financial and operational impact of proposed changes and determine the related ROI
• Be part of a fast-paced team and participate in planning, documentation, execution, testing, and launch of projects; ensure adequate user testing, training, and change management are incorporated into implemented solutions; interpret, evaluate, and present gathered data to drive business analysis and strategic decision making
• Coordinate the analysis, documentation, and development of business requirements, ensuring that requirements are fully understood by the technical team before solutions are designed, built, and implemented
• Conduct requirements and solution concept workshops; create User Stories accordingly
• What we are looking for:
•  Experience in DevOps / agile development methodology
• Experience in back-office system Integration
• Experience in project management
• Demonstrated experience with data analysis
• Experience in reaching quick consensus with a different group to accelerate project implementation
• Experience in change management, with proven communication skills in a global environment
• Experience in setting up test plans and working with shared resources for implementing test plans
• Excellent verbal and written communication skills and the ability to interact and partner professionally with executives, managers, and SMEs in cross-functional teams across multiple geographies and time zones.
• Strong analytical, creative, and critical thinking skills
• Proficient in the definition and documentation of business requirements, use case specifications, and process workflow diagrams
• 3+ years in leading software implementation projects
• Education and Certification Requirements
• Bachelor’s degree in Computer Systems, Information Technology, Engineering, Computer Science, or similar field
• Salesforce / Gainsight Admin certification (Service Cloud and/or Community Cloud consultant a plus)
• Professional Project Management certification a plus