Senior Customer Success Operations Specialist - Gainsight Solution Specialist (Remote US)

Job Description

TheMandiantSolutionsCustomer Success(“CS”)team is seeking an experiencedSr.Customer SuccessOperationsSpecialist(“Sr.CS Ops Specialist”)to drive the effectiveness and efficiency of theCSTeam.  TheMandiantCSteam is responsiblefor ensuring customers achieve their business goals using MandiantSolutionsproduct offerings.Theteam’s primarygoalistospeedcustomer value andexpectedoutcomes through efficient onboarding,increasedadoption,expertengagement,and guidance across strategic and tactical customer audiences.

The focus oftheSr.CS OpsSpecialistwill be to support innovation within the Customer Success practice, leveraging customer relationship management and related technology.TheSr.CS Ops Specialist will be tasked with drivinghigh-impact process and systems initiativesimplemented via Gainsightand other CStoolsandprovidingrecommendations on process improvements that willscaleacross the entire CS team.

• Drive the Gainsightoperational plans and platform adoptionin support of Customer Success business goals

• Leverage collective body of knowledge to support the design and development of solutions for key Customer Success initiatives

• Help build and maintain best-in-class customer experience consistently throughout the customer lifecycle, at scale

• Createprocessesto support both high touch and tech touch engagement models within Gainsight

• Build,implement, and manageGainsightprocessesand workflowsto track and monitor customer success

• Develop and update process documentation as business requirements change

• Drive partnerships withkey stakeholdersto build and implement value touchpoints along the customer journey

• Design Gainsight dashboards, reports, and tools to enable customer journey tracking and trend analysis

• Design, implement, and evolveGainsight automationsaroundC360toimprove customer outcomes, retention, expansion, renewals, risk mitigation, and customer adoptiondata to be used by cross-functional teams globally

• Coordinate withbusinessstakeholders tointegrate keydatapoints, metrics,frequency,and granularity of data to be used in Gainsight

• Provide first-line user supportand training, log requests,and follows-up on user issues to resolution

• Perform data validation related to system updates and integrations.

• Identify at-risk indicators for CS organization to trigger calls to action withinGainsightplatform.Proactively identify areas for improvement and increased ease of use

Qualifications

• 3+ years of experience in operations support rolewith strong background in process design

• Administrative experience with Gainsight

• Understanding of common business practices and customer engagementtouchpointsfor customer-facing roles

• Ability to prioritize, meet tight deadlines, and work with minimal supervision

• Demonstrated ability to collaborate with and influence a team to drive results

• Strong written and verbal communication skills, able tobuild relationshipseffectively cross-functionally

Additional Information

At FireEye we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Minimum Salary: $103,000. Final salary will be determined commensurately with cost of living, experience level, and/or any other legally permissible considerations.

Incentive Compensation: Eligibility for annual bonus subject to individual and company performance; eligibility for award of Restricted Stock Units subject to eligibility requirements, approval from FireEye’s Compensation Committee, and vesting terms

Benefits: Employer subsidized benefits include Medical, Dental, Vision, Life, and Disability Insurance. Subject to eligibility requirements, FireEye also offers the ability to participate in 401(k), Flexible Spending Accounts, Health Savings Accounts, Dependent Care Spending Accounts, and Employee Stock Purchase Program. FireEye also provides Paid Time Off, Flexible Paid Sick Time, and Paid Holidays.

Disclosure as required by sb19-085 (8-5-20)