TigerConnect

Operations

• Create, develop, and initiate automation in Gainsight
• Develop playbooks, programs, and success plans that translate CSM best practices into scalable workflows
• Track customer success metrics across the customer lifecycle
• Develop reporting and dashboards for leadership
• Design and implement scalable processes and best practices for maintaining and troubleshooting CS systems
• Maintain and troubleshoot Gainsight CS, Community, Staircase, and Kantata
• Serve as the senior escalation point and subject-matter authority for CS systems
• Guide root-cause resolution and improve issue triage
• Define and monitor customer operations KPIs across the customer lifecycle
• Drive improvements that reduce manual effort across the organization
• Use data analytics, NPS, and CSAT to identify operational insights and opportunities
• Produce executive reporting and action plans
• Lead the CS knowledge base strategy, including SOPs, tutorials, and FAQs
• Design and implement scalable one-to-many customer programs using Journey Orchestrator
• Collaborate with Digital Experience, Revenue Enablement, Product, Marketing, Sales, CS, and Revenue Operations teams
• Shape training strategy for CS systems, processes, and tools
• Direct AI-powered analytics, generative AI, AI-assisted documentation, and AI-based diagnostics across CS operations

Customer Operations Manager