Job Description
Join our team and you’ll be responsible for maintaining and optimising Gainsight, ensuring robust customer lifecycle management and identifying risks and opportunities within the platform through new technology advancements. Working in the Commercial Enablement department, you will combine Gainsight administration, analytics, process design, and operational excellence to support our CX leadership team and CSMs in delivering consistent, scalable, and insight-driven customer experiences. You will play a vital role as we reimagine the labour market to make it work for everybody.
Your responsibilities:
1. Provide first and second line support for Gainsight, maintaining all aspects of platform administration
2. Ensuring that our Customer Success Managers have the tools, processes, insights, and training needed to deliver an exceptional customer experience at scale
3. Build automated customer programs (onboarding, training, renewals, etc.)
4. Assist with the creation and maintenance of reports and dashboards, leveraging Power BI and Gainsight analytics to drive decisions
5. Build, maintain and develop our Gainsight solution, working with the team day-to-day on improvements, troubleshooting and providing recommendations in line with Gainsight platform updates and new features
Qualifications
6. Gainsight L3 qualification is highly desirable
7. Proven experience in driving efficiencies and value from the Gainsight platform
8. Have worked in a Customer Success team/environment previously and have an understanding of Customer Success operations
9. Excellent critical thinking skills; you are able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
10. Clear communicator with excellent written, verbal and listening skills
Additional Information
We’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer:
11. 29 days holiday allowance + bank holidays
12. Private medical and dental healthcare
13. Matching pension contribution of 4 or 5% (after 3 years of service up to 10%)
14. 24/7 Employee Assistance Programme
15. Life Assurance Cover
16. Cycle to work scheme
17. Hybrid working model (3 days working from the office)
18. Volunteering days
19. and you can bring your dog to the office on Mondays and Fridays!
Our commitment
Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.
As a global business we further our DEI and sustainability progress by working with national and international bodies and are proud to have been recognised for our work - both locally and internationally, including:
20. Armed Forces Covenant: Silver Award, Employer Recognition Scheme
21. EcoVadis: Bronze Award
22. Fertility Friendly Employer, accredited by Fertility Matters at Work
23. RIDI (Recruitment Industry Disability) Awards: Inclusive Technology Award 2024
24. Stonewall: Gold Award
25. Stonewall: Top 100 Workplace Equality Index (85)