Customer Success Operations

Roles and Responsibilities

• Responsible for the Administration and Management of the Gainsight CS platform for the Customer Success Team
• Build & maintain reports and dashboards within Gainsight
• Data Analysis both within Gainsight but also other internal systems, some of which would be C Suite facing
• Building, managing and depricating fields within Gainsight that helps support the teams initiatives 
• Updating account data for renewals, downsells, churns
• Updating account data in Gainsight for customer package and contract information
• Build & maintain standard playbooks and templates
• Maintain system data hygiene (e.g. depricate fields)
• Manage the folder hierarchies and organization in Gainsight
• Monthly ARR Churn Forecasting and Analysis for Finance Team
• Monthly 12-Month ARR File Upload scrub and upload into Gainsight system
• Creating new fields as requested and adding them to reports as needed
• Provision & Deactivate new users
• Build/Distribute Email Templates and programs for customer communication
• Making system updates/modifications in Gainsight

Skill and Qualification Requirements

• English proficiency
• CRM Application skills
• Excellent written and verbal communication, strong interpersonal skills 
• 2+ years experience in report/dashboard building/data analysis
• Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
• Solid project management skills
• Work cross functionally with other teams within ServiceChannel
• Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form.

Tools and Systems Used

• Zendesk
• Gainsight 
• Salesforce
• Slack
• Microsoft Suite & Teams 
• Zoom

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].