Gainsight – Senior Customer Success Consultant, India

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

Job Description

Job Description

Gainsight™ is a venture-backed, fast-growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customer relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform of choice for many leading companies like Box, Adobe, and Workday. We’ve been recognized as one of the top 50 mid size companies in India by ‘Great Place To Work’ and 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. The company has offices in Hyderabad, Bengaluru, Tel Aviv, California, Phoenix, St. Louis and London.

Responsibilities:

  • Monitor Customer health and trends to provide intervention support when a customer falls off the desired path.
  • Provide support to customers through 1:many efforts such as office hours and webinars
  • Identify trends in the customer base and make recommendations for how to address
  • Respond to customer queries about the platform and customer success.
  • Provide first line support for Technical, Gainsight, and Customer Success Best Practices.
  • Collaborate with a geographically dispersed team
  • Evaluate external data systems and design requirements to understand feasibility and level of effort.
  • Recommend architecture, integration and data manipulation using Gainsight tools and logic (S3, API, Gainsight Rules Engine)
  • Produce technical design documents and supporting materials which may be used by resources within Gainsight or Customer organization to understand or complete configuration 
  • Track time, progress, goals and deadlines
  • Maintain a highly organized and accurate task list, visible to project management and other project resources engaged
  • Contribute to regular status meetings with project team, and stakeholders [at times customers]
  • Provide updates, status and next steps through email on a regular cadence through Timeline and Email
  • Job Location: Hyderabad
  • Ideal years of experience: 2 – 4Yrs
  • Standard working hours: PT Time zone (6:00 pm -03:00 PM IST)

What We’re Looking For

  • Solid data processing knowledge in implementing DW/BI applications using any of the ETL tools like Informatica, SSIS, Talend etc.,
  • Knowledge in Query Optimization, Data Debugging, and ETL data flows Tuning for improving performance
  • Data Analysis and being able to do root cause analysis of issues and resolving them in quick time.
  • Professional Services/Enterprise Product Implementation experience is required, SaaS experience is preferred
  • Good to have knowledge on Salesforce, SaaS, AWS
  • Analytical skills in promoting effectiveness and ROI of customer engagement efforts

Additional skills:

  • Strong English communication and documentation skills
  • Comfortable in supporting and taking requirements from a remote workforce (US based)
  • Must be able to spend substantial time interfacing with the team in the US

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 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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