Customer Experience Operations Manager (Gainsight Admin)

Description

Position at LeadVenture

Customer Experience Operations Manager

We are looking for a Customer Experience Operations Manager to join LeadVenture who wants to optimize the customer journey at scale. You will take your expertise in operations, SaaS tech stacks, and data analytics and to enhance the customer experience and retention by overseeing and optimizing the customer journey. You will focus on identifying insights from both qualitative and quantitative customer data and build solutions and programs to drive meaningful change in the way our teams operate and the way customers see value with our solutions.

Here is more of what you’ll get to do:

• Collaborate with CS leadership to develop and implement scalable strategies that improve retention and drive customer growth, including customer health monitoring and risk mitigation playbooks
• Serve as the primary administrator for our CSP (Gainsight CS) and a SME on other key products in tech stack (Gainsight PX, Qualtrics, Salesforce), optimize the systems to align with business needs
• Develop dashboards to monitor KPIs (ie retention, health, churn risk and deliver actionable insights
• Identify inefficiencies in our current processes and tools, recommending and implementing improvements that drive team productivity and customer outcomes.
• Lead initiatives related to digital customer success, account management, risk mitigation, and more
• Partner with teams across Revenue Operations, Finance, Marketing, and Product to optimize customer experience

Essential Functions of the Role:

• Technical Skills: Gainsight Admin(required) and strong experience in Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools.
• Customer-centric: Deep understanding of customer needs and passion for enhancing customer experience.
• Data-Driven: Strong analytical skills and the ability to synthesize complex data into meaningful insights.
• Strategic Thinker: Ability to bridge strategy and execution, translating high-level goals into actionable solutions.
• Problem Solver: A proactive approach to identifying and resolving challenges with systematic solutions.
• Collaboration: Comfort working cross-functionally with diverse teams and stakeholders to drive alignment.

Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!

This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.

Who we are:

LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, InteractRV, Net Driven, TCS Technologies, Dealer Car Search, and Frazer. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India, The Netherlands and The United Kingdom. Together, we are LeadVenture!

LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.

LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.