Gainsight – Customer Success Architect , India

Hyderabad, India
August 26, 2022
Full Time
Application deadline closed.

Job Description

Job Description

Gainsight PX® was built as an easy-to-use but powerful platform to continuously engage with customers in-product and measure their product usage. In addition, our team creates best-in-industry content for  product experience and management leaders. We want to help bring modern, innovative thinking a cornerstone of their day-to-day work. Gainsight has defined the customer success category and now we’re going to do the same for the product category. 

We’re already the platform of choice for many leading companies like Box, Adobe, and Workday. We’ve been recognized as one of the top 100 private cloud companies in the world by Forbes, one of the fastest growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. Our offices are in San Mateo, San Francisco, Phoenix, St. Louis, London, Hyderabad, and Tel Aviv. 

Job Description

The Customer Success Architect (Gainsight PX) will be joining our Customer Success Operations team and will assist customers technically to improve adoption and deliver massive value for Gainsight PX. The CSA for Gainsight PX will work directly with PX Client Outcomes Managers (COMs) and customers on different use-cases to implement Gainsight PX for the customer’s instance. You’ll become a technical expert on all of Gainsight PX’s features and use cases!

Responsibilities:

Technical Abilities:

As a CSA for Gainsight PX, you’ll help customers with configuration across their instance, including configuring in-app/survey/email templates, and helping to set up tracking for product feature usage and integrations.
Assist with analytics (reports and dashboards) in PX and call out actionable insights based on your findings.
Complete instance reviews to identify areas of improvement within a customer’s instance.

Project Management & Cross-functional collaboration:                

Project Management & Cross-functional collaboration
Collaborate closely with teams and customers in US
Track time for each request
Highly organized, including monitoring and managing project plan, scope, and schedule to ensure that projects stay on track
Collaborate cross-functionally with CSM, Support, Product/Engineering, and documentation teams.

Ability to assess customer requirements, business needs, and show a deep empathy for customer challenges:

Have an understanding of Gainsight’s best practices to share with customers. 
Able to interpret customer requirements and recommend the right approach/architecture and configure solutions to achieve the customer’s goals.
Think strategically about the long term impact of the solution on the customer’s instance, resources, and ability to be successful.
Persuasive communication skills for presenting to all customer levels

Documentation Skills:

Produce technical design documents and supporting materials which may be used by resources within Gainsight or Customer organization to understand or complete configuration
Become an internal SME that shares best practices to Customer Success team and create content based on your learnings.

Strong Communication:

Provide updates, status and next steps through email and in Gainsight’s project system on a regular cadence

Skills & Experience

  • Strong technical skills in CSS/HTML and Javascript are required. 
  • Hands-on 3+ years of recent technical experience is required
  • 1+ Years of experience in customer-facing roles.
  • Analytical mindset
  • Strong passion for being hands-on technically and product savviness
  • It will be a plus if you have experience with any of the following tools – Mixpanel/ Amplitude/ WalkMe/ Pendo/ Google Analytics
  • Experience with Databases is preferred.
  • Experience with REST APIs is preferred.
  • Experience with Survey tools/applications is mandatory.
  • Experience with SaaS products is preferred.
  • Experience with BI/Analytics is mandatory.
  • Job Location: Hyderabad
  • Ideal years of experience:  3+ years
  • Standard working hours: PST TimezoneTimings (6:00 pm – 3:00 AM IST)

Why You’ll Love It Here

  • Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!
  • Our Leadership: We offer the leading tech solution for driving Customer Success.
  • Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.
  • Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.
  • Our Impact: We help our customers make millions of dollars more per year.
  • Our Purpose: To be living proof that we can win in business while being Human first
  • Our Clients: Big companies like Box, Adobe, Marketo, and many others.
  • Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).
  • Our Values: They are unique – Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends
  • Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Here are our 5 core values

  • Golden Rule: We believe in trusting each other, and our community by exercising reliability.
  • Success for All: We believe that success for our stakeholders comes with making a difference in each other’s lives. 
  • Child-like Joy: We aspire to experience passion, optimism, and laughter in everything we do.
  • Shoshin: We believe in a beginner’s mind, and that learning comes from everywhere.
  • Stay Thirsty, My Friends: We believe in an internally-driven strive for greatness.  

Individuals seeking employment at Gainsight are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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