- Own the design, build, and ongoing maintenance of Gainsight dashboards, reports, and data models used to support Managed Services leadership, Customer Success, and cloud practice strategy
- Translate evolving customer tracking, success measurement, and cloud practice needs into Gainsight reporting frameworks, including cloud-specific dashboards and operational rollups
- Ensure reporting accuracy and alignment across Gainsight, billing systems, and customer-facing artifacts
- Partner with leadership to enable data-driven decision making through trusted, well-governed Gainsight reporting
- Serve as primary Gainsight administrator and subject matter expert for Managed Services, including rule configuration, data processing, field governance, and workflow orchestration
- Own rule processing and workflow logic within Gainsight to ensure fields, objects, and automations evolve alongside customer tracking and operational needs
- Actively support and optimize additional tooling across Managed Services beyond Customer Success
- Design and maintain integrations and workflows across tools, including CRM and communication platforms, to ensure reliable data flow and operational consistency
- Lead complex cross-functional initiatives, including the Vantage billing rules migration
- Provide operational leadership for platform and workflow migrations, including Gmail to Outlook, Confluence to SharePoint, and Slack to Microsoft Teams
- Build and maintain automation workflows that integrate tools such as Gainsight, Slack, Teams, and CRM systems, including message and activity workflows supported by platforms like Rattle
- Act as the point of accountability for operational accuracy tied to managed service customer reporting, billing outputs, and internal systems
- Identify opportunities to automate manual processes and operational handoffs across Managed Services
- Design and implement workflow improvements that increase scale and consistency without additional headcount
- Create and maintain SOPs, system documentation, and operational runbooks
- Ensure system logic, workflows, and operational processes remain well-documented and auditable as tooling evolves
- Experience in Managed Services Operations, Customer Operations, Business Systems, or Program Management roles
- Proven ownership of enterprise tools and platforms supporting delivery, reporting, or billing workflows
- Strong analytical and data skills, with a high degree of attention to detail, particularly related to financial data
- Demonstrated ability to lead complex, cross-functional projects independently
- Strong documentation and process discipline, including SOPs and repeatable workflows
- Comfortable operating across ambiguity, prioritizing competing initiatives, and driving execution
- Excellent written and verbal communication skills, with the ability to influence without direct authority
What We Do
Mission Cloud Services, a CDW company, is a leading AWS Premier Tier Services Partner and Cloud Managed Services Provider. Through its dedicated team of expert cloud operations professionals, cloud analysts, and solutions architects, Mission delivers a comprehensive and differentiated suite of agile cloud services designed to help businesses migrate, manage, modernize and optimize their AWS cloud environments, facilitating continuous improvement and delivery across your entire cloud journey. We believe that the cloud is the greatest business transformation tool of our time, capable of turning an unrealistic or impractical goal into an achievable reality. Our job is to provide the expertise, resources, and strategic insight you need to transform your cloud infrastructure and your business.
Why Work With Us
Mission is a 100% distributed team with distributed team benefits so every employee has the opportunity to work in an environment that is conducive to productivity and engagement. We rely on our core values to make decisions, give feedback and recognition, and to evaluate whether potential new team members are aligned with our culture.
Gallery
.png){kind=logo}
