Customer Success Platform Manager – CRM systems ( Remote)

Customer Success Platform Manager – CRM system ( Remote)

Remote (US Based candidates)

$55hr (Weekly pay + benefits)

8month contract (Excellent potential for extension)

Full-time: M-F 8am-5pm

Our client is the global home for all developers, the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use them to build amazing things together across 330+ million repositories.

Their teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness.

Overview

The team is looking for a dedicated Customer Success Platforms Manager, specialized in CRM tools; Gainsight and/or Tatango) to manage and streamline operations across key customer success tools, as well as applications that are native to Salesforce (such as Certinia). The role will focus on ensuring the alignment of these platforms with the needs of our Customer Success teams, driving efficiencies by designing requirements for workflows and dashboards while coordinating business requirements across teams.

Responsibilities

• Optimize Customer Success Platforms: Optimize the use of Customer Success tools such as Totango, Gainsight, and other key platforms to ensure they are supporting business objectives.
• Coordination & Streamlining: Act as a central point of contact to ensure all platform
  
  

use cases run smoothly, coordinating with cross-functional teams for seamless execution of customer success CRM initiatives.

• Persona Development: Work closely with stakeholders to define specific use cases for certain personas, such as Customer Success Managers (CSM), Digital Customer Outcomes (DCO), and Customer Reliability Engineers (CRE), that the platforms serve, ensuring platform functionality meets each group's needs.
• Business Requirements: Collaborate with Customer Outcomes and Revenue
  
  

Operations stakeholders to coordinate workflow business requirement documentation

• Dashboard Creation: Coordinate with CRM System Admins to ensure development and refinement of dashboards for CSM and CREs, ensuring that the data presented is actionable and aligned with strategic goals.
  
  

Required Qualifications

• 3-10 yrs experience specifically in a Customer Success role; specialized in CRM platforms Gainsight and/or Tatango for a global company
• Must have 1+ yrs experience in CRM systems Gainsight and/or Tatamg
• Requires experience in implementing and designing customer success workflows, processes, and dashboards within Gainsight (and ideally Totango)
• Experience with dashboard creation and to work closely with CRM System Admins to ensure development and refinement of dashboards
• Experience in implementation & design: skills in designing and executing workflows and processes within customer success platforms to drive efficiency and clarity.
• Experience to coordinate and collaborate with cross functional global teams for execution of CRM initiatives.
• Expertise to ensure all platform use cases run smoothly
• Experience working for tech/SaaS company
• Experience with Salesforce and/or Certinia
• Experience as a GitHub user
• Excellent experience working closely with Stakeholders and teams; Digital customer outcome, Customer Reliability Engineers, and Customer Success Managers
• Experience working with internal teams to assist in mapping / implementing appropriate feature functionality that aligns with customer success strategy.
• Must have experience working 100% remotely with a globally distributed team
  
  

Please send your resume. Thank you!