We are looking for an experienced Customer Success Operations Manager with an excellent understanding of Customer Success to drive the effectiveness and efficiency of our Account Management team. You will manage Gainsight to streamline processes, automate manual workflows and set up measurement allowing for actionable insights and scalability.

This is a full-time position working from our London office or remotely in the UK (within a commutable distance to the office).

WHY YOU’LL LOVE IT HERE:

CORPORATE SOCIAL
RESPONSIBILITY
PROGRAM
LEADING TRAINING
& DEVELOPMENT
PROGRAM
FLEXIBLE WORKING TIME
HOME OFFICE
OCCASIONAL TRIPS
TO VIENNA
HEALTH
INSURANCE

MODERN OFFICE IN
THE OF LONDON
GLOBAL TEAM
BUILDING EVENTS
GREAT INTERNATIONAL
& DIVERSE TEAM
CUTTING-EDGE
TECHNOLOGY
INCLUSIVE &
COLLABORATIVE
ENVIRONMENT
A WILD RIDE

FREE COFFEE & TEA

ORGANIC FRUIT

FLEXIBLE WORKING TIME

HOME OFFICE

OCCASIONAL TRIPS
TO VIENNA

HEALTH
INSURANCE

MODERN OFFICE IN
THE OF LONDON

TEAM ACTIVITIES

GREAT INTERNATIONAL
& DIVERSE TEAM

CUTTING-EDGE
TECHNOLOGY

FLAT STRUCTURES

A WILD RIDE

Some of the things you’ll work on:
Account Management Optimisation

• Plan, forecast and give recommendations where necessary to ensure optimisation of customer satisfaction, churn mitigation, adoption and revenue maximisation.

Solution & Process Design

• Identify business needs, dependencies, key metrics, and data sources that impact Account Management and Gainsight, and transfer them to workflows.
• Configure, deploy, administer and document our Gainsight environment, including external integrations.
• Design workflows and processes supporting scalability, and manage the correct rollout.
• Analyse customer data and trigger actions allowing our Account Management team to be more effective and efficient.

Upkeep & Support

• Day-to-day support of Gainsight users, including user administration, ad-hoc customisations and adjustments, permissions, and security in Gainsight.
• Monitor and ensure system performance and data integrity.
• Train our colleagues to use the workflows correctly and effectively to ensure that the team uses the system productively.
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends and related technologies.

What you’ll need:

• 2+ years of Gainsight configuration and administration experience.
• Gainsight NXT Administration Certificate and experience as an end-user of a CRM System.
• In-depth understanding of customer data for designing and building dashboards that create actionable insights.
• Experience working in customer success, or equivalent understanding of key customer success principles.
• Proactiveness to take initiative and ownership to increase quality of work and successful outcomes.
• Willingness to jump in and learn as you go in a fast-paced environment with the ability to prioritise and give attention to detail.
• Demonstrated project management, business analysis, and problem-solving with a systems mindset.
• Ability to work in cross-functional teams with a background in customer, sales or business ops.

Nice to have:

• Experience in data analysis, business intelligence, and design of reports and dashboards.
• Understanding of data structures, data modelling, and database management.

Are you ready to apply?
Do you see yourself in this job? Apply now if you are ready to revolutionize the way businesses work with marketing data.
We look forward to meeting you!

Point of Contact

Rocio Benitez
rocio.benitez@adverity.com
+43 1 890315591

Our SaaS company was founded in Vienna in 2015, since then, Adverity has been driving marketing intelligence of some of the world’s leading brands and agencies including IKEA, Red Bull, GroupM, Unilever, Omnicom, Barilla, JD Sports and Forbes.
Our mission is to empower Marketing & E-Commerce business users with our Marketing Analytics platform: we leverage all their data and turn it into powerful insights, decisions and actions.
How do we do it? At Adverity, we bring together international and diverse teams in an inclusive and safe environment. We believe in an entrepreneurial mindset, we help each other succeed, we strive to provide an awesome customer and employee experience, we prioritize work-life harmony and we dare to make mistakes to learn from them. If you share our values, Adverity is a great place for you!

Job Type: Full-time

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