Who we are At The Stepstone Group, we have a simple yet very important mission: The right job for everyone. Using our data, platform, and technology, we create opportunities for jobseekers and companies around the world to find a perfect match in fair and equitable way. With over 20 brands across 30 countries, we strive for fair and unbiased hiring. Join our team of 4,000 employees and be part of reshaping the labour market and becoming the worlds leading job platform. The job at a glance Join our team and youll 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 theCommercial Enablementdepartment, 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. Please note this role can be based at any of our UK offices - London, Portsmouth, Manchester or Glasgow. Your responsibilities: Provide first and second line support for Gainsight, maintaining all aspects of platform administration Ensuring that our Customer Success Managershave the tools, processes, insights, and training needed to deliver an exceptional customer experience at scale Build automated customer programs (onboarding, training, renewals, etc.) Assist with the creation and maintenance of reports and dashboards,leveraging Power BI and Gainsight analytics to drive decisions Build, maintain and develop our Gainsight solution, working with the team day-to-day on improvements, troubleshooting and providing recommendationsin line with Gainsight platform updates and new features Your skills and qualifications Gainsightqualification(Level3ishighlydesirable) ProvenexperienceindrivingefficienciesandvaluefromtheGainsightplatformisessential Have worked in a Customer Success team/environment previously and have an understanding of Customer Success operations Excellent critical thinking skills; you are able to break down ambiguous problems into concrete, manageable components and think through optimal solutions Clear communicator with excellent written, verbal and listening skills Your benefits Were a community here that cares as much about your life outside work as how you feel when youre with us. Because your job shouldnt take over your life, it should enrich it. Here are some of the benefits we offer: 29 days holiday allowance bank holidays Private medical and dental healthcare Matching pension contribution of 4 or 5% (after 3 years of service up to 10%) 24/7 Employee Assistance Programme Life Assurance Cover Cycle to work scheme Hybrid working model (3 days working fromthe office) Volunteering days 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: Armed Forces Covenant: SilverAward, Employer Recognition Scheme EcoVadis: Bronze Award Fertility Friendly Employer, accredited by Fertility Matters at Work RIDI (Recruitment Industry Disability) Awards: Inclusive Technology Award 2024 Stonewall: Gold Award Stonewall: Top 100 Workplace Equality Index (85)