WHAT YOU'LL DO : Customer Experience Systems Administration & Ownership

- 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 Customer-facing teams.
- Monitor system performance, conduct regular audits, and implement enhancements to maintain scalability, reliability and best-in-class system operations

Workflow Design, Automation & AI Enablement

- Design and implement end-to-end 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 cross-functional 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 current technologies, including AI-driven 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 YOU'LL NEED :

- 8+ years of experience in Customer, Revenue, or Operations roles, with significant hands-on 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 end-to-end 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: You're focused on tackling new challenges, solving problems, and moving the business forward—and you don't wait to be asked.
- Lifelong learner: You have a growth mindset - you're here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn't.
- 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, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
- Integrated thinker: You look beyond your role and responsibilities to understand how your team's work drives broader organizational goals.
- Accountable owner: You take pride in the work you're responsible for with a mindset of ultimate accountability and reliability for the outcomes.
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light t

📌 Customer Experience Operations Manager (Pune)
🏢 Hootsuite
📍 Pune