Principal Consultant - GCS Ops
Location
Pune | India
Job description
About Druva:
Druva delivers data protection and management for the cloud era. Druva Cloud Platform is built on AWS and offered as-a-Service, delivering globally accessible, infinitely scalable and completely autonomous enterprise data resiliency. Customers drive down costs by up to 50 percent by freeing themselves from the burden of unnecessary hardware, capacity planning, and software management. Druva's patented cloud architecture transforms backup data into an asset, making it more open and accessible so customers can streamline governance, improve cyber resiliency, and gain critical insights to uncover opportunities and expedite decision making. Druva has raised over $350m in venture capital, is trusted by over 4,000 global organizations, and protects over 200 PB of data. Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud. Visit and follow us on , and .
About Role:
Reporting to the Director of customer success operations, the principal consultant supports operational projects that relate to the systems and tools used within the global customer success team. Specifically this person will focus on running Gainsight as well as other requirements for our CS org, in addition to projects that support customer experience initiatives. The principal consultant would be responsible for a number of tasks in Gainsight, including running campaigns, analytics projects, new feature requests, as well as scheduling and managing communication among all project team members.
This role is responsible for the Customer Success technology platform strategy, including development, implementation, and maintenance.
Responsibilities:
- Configure and deploy Gainsight NXT to internal customers, including system configuration, external integrations, reports, dashboards and workflows
- Partner with cross functional departments to identify business requirement and the impact on Gainsight NXT
- Participate in implementation tasks such as data mapping, user acceptance testing and creating training materials
- Work cross-functionally to help identify sources, metrics, frequency, and granularity of data
- Help determine the most significant contributors to overall customer health and learn how to configure a customer health scorecard that reflects our customer data
- Develop a deep understanding of customer pain points that lead to churn, as well as key moments of customer value that lead to Expansion and Renewal
- Design business rules that analyze customer data and trigger actions for the Customer Success team to proactively engage with customers
- Manage user accounts, groups, and security settings in Gainsight NXT
- Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
- Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
- Help prepare the Customer Success team to roll out additional processes or functionality
- Provides day-to-day end user support to all levels of the organization
Preferred Qualifications
- Bachelor's degree, MBA, or equivalent experience strongly preferred
- 10+ years of overall experience technology-based company
- 5+ years of relevant experience in Gainsight in a technology-based company
- Work autonomously, making decisions without too much managerial oversight.
- Ability to handle multiple projects with varying and shifting priorities required
- Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
- Previous experience of managing a project team is must
- Previous Gainsight NXT experience is a must Previous Gainsight Analyzer and PX experience beneficial Previous Salesforce CRM or any other CRM experience is must
- Previous experience building statistical models to correlate customer usage and buying behavior trends beneficial
- Previous experience leveraging product telemetry to operationalize digital and human led customer engagements in Gainsight NXT is must Strong Gainsight NXT user with administrative, configuration, dashboard, and reporting skills is must Previous Customer Success Operations or Business Operations, or customer facing experience is preferred
- Experience coding object-oriented fundamentals of logic (IF, AND, and OR)Familiarity with reviewing and understanding data used to build dashboards and reports
- Firm understanding of Customer Success organizational strategies and execution models preferred
- Excellent critical thinking skills able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Know the concepts related to the management of a project.
- Knowledge of project management tools, especially cloud-based software.
- Proven ability to develop working relationships at all levels of management
- Experience with project management, and cross-functional collaboration
- Strong organizational, project and time management skills
- Excellence in providing end user support
- Clear communicator with excellent written, verbal, and listening skills
- Confidence in advocating for best practices
- High degree of resiliency and accountability
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