Business Operations , Senior ( Gainsight )

You’ll be part of the CSX Transformation & Innovation team reporting to the VP of Scale CX, the execution of digital lifecycle engagement and other innovation-driven initiatives in the CSX Transformation Org, leveraging strong operational expertise, technical acumen, systems thinking, and project management skills. You'll be a versatile operator, who can manage webinars, engage stakeholders, analyze complex data sets, and facilitate systems architecture discussions, helping scale impactful customer experiences.

Key Responsibilities:

* Execute and manage lifecycle campaigns through in-app guidance, targeted email sequences, stakeholder webinars, and community activations led by the Customer Adoption peer.
* Operationally run webinars, including setup, moderation, stakeholder coordination, and post-event follow-up.
* Leverage strong technical skills to drive AI and automation driven solutioning discussions for personalized customer experiences and customer success.
* Collaborate closely with the systems team to support systems architecture discussions and contribute to the development of operational processes, playbooks, and technical documentation relating to digital customer lifecycle management.
* Analyze user engagement data and large data sets, provide actionable insights, and recommend improvements to enhance adoption, campaign effectiveness, and customer value.
* Support robust program management and reporting by clearly communicating insights into adoption metrics, value realization, and campaign performance.
* Act as a versatile operator providing agile support across various innovative projects, ensuring tactical alignment and effective cross-functional collaboration.

Required Skills:
* Minimum of 5 years’ experience in digital adoption, marketing automation, or customer experience operational roles within SaaS or technology organizations.
* Demonstrated technical proficiency with digital adoption platforms and CRM tools (e.g., Pendo, Whatfix, Gainsight PX, HubSpot, and Gainsight CS).
* Proven experience operating webinars, coordinating with multiple stakeholders, and managing follow-ups effectively.
* Exceptional analytical capabilities, with experience analyzing complex data sets and making data-driven recommendations.
* Strong systems thinking abilities, capable of engaging in technical and system architecture discussions.
* Proven project management skills, adept at multitasking and collaborating effectively across teams.

Bonus:

Previous experience in Customer Success Operations or Digital Customer Success roles

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called [1] Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

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References

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1. https://www.kochind.com/about/business-philosophy
2. https://www.infor.com/about/privacy