Were looking for a Customer Experience Operations Manager who serves as the primary technical administrator and subject matter expert for the Customer Office tech stack and related platforms Reporting to Senior Director youll manage and optimize system configurations workflows automations integrations and reporting to support customer engagement strategies and operational processes In this role youll drive workflow design and AIenabled automation across the customer lifecycle to enhance efficiency streamline processes and improve service delivery This role is open to remoteapplicants within the state of Maharashtra India WHAT YOULL DO Customer Experience Systems Administration Ownership Act as the primary technical administrator and subject matter expert for the Customer Office tech stack including Gainsight Kantata Mavenlink and related platforms Own manage and optimize system configurations including workflows automation business rules integrations and reporting Ensure systems are accurately configured integrated and aligned to enable customer engagement strategies and operational processes Provide advanced system support and troubleshooting proactively resolving issues to minimize disruption and ensure continuity for Customerfacing teams Monitor system performance conduct regular audits and implement enhancements to maintain scalability reliability and bestinclass system operations Workflow Design Automation AI Enablement Design and implement endtoend workflows across the customer lifecycle ensuring seamless handoffs between teams and systems Drive AI and automation initiatives including predictive health scoring intelligent triggers and workflow automation to improve customer engagement and team efficiency Identify and implement process improvements leveraging automation and system enhancements to reduce manual work and optimize performance Partner with crossfunctional stakeholders to gather requirements evaluate impact and deliver scalable system solutions Collaborate with Customer Success Support and Professional Services teams to maximize system capabilities and improve service delivery Plan and drive implementation of new tools features and enhancements ensuring successful rollout adoption and integration Manage vendor relationships and evaluate new technologies including AIdriven solutions Operational Excellence Enablement Identify opportunities to continuously improve processes workflows and system usage across the Customer Office Act as a trusted advisor and systems expert providing guidance training and best practices to internal teams Support change management and enablement to ensure effective adoption of tools and processes Perform other related duties as assigned WHAT YOULL NEED 8 years of experience in Customer Revenue or Operations roles with significant handson experience in ownership of platforms such as Gainsight Kantata Salesforce or similar tools ideally in SaaS or technology environments Proven experience in configuring optimizing and maintaining Customer Experience or Customer Success platforms including workflows automation and reporting Preferred Gainsight Admin Experience with Professional Services Automation tools e g Kantata Mavenlink and CRM platforms e g Salesforce and data integration tools Experience with system integrations data management and reporting analytics Experience implementing or leveraging AI and automation solutions in operational environments Strong understanding of the endtoend customer lifecycle and Customer Experience strategy Demonstrated ability to translate business requirements into technical solutions and deliver scalable systems Collaboration and Teamwork works with others to deliver results meaningfully contributing to the team and prioritizing team needs over individual needs Creativity and Innovation seeks new and better ways of doing things generates original and imaginative ideas products or solutions Open Communication clearly conveys thoughts both written and verbally listening attentively and asking questions for clarification and understanding Problem Solving uses an organized and logical approach to find solutions to complex problems Looks beyond the obvious to understand the root cause of problems WHO YOU ARE Solution seeker Youre focused on tackling current challenges solving problems and moving the business forwardand you dont wait to be asked Lifelong learner You have a growth mindset youre here to learn experiment seek apply and provide feedback share what works with your team and move on from what doesnt Resilient adapter In the face of change and challenges you bring a thoughtful calm approach and a focus on finding the new opportunity Intentional collaborator You build positive working relationships across the business Were lo