Strategic Engagement Manager

Job Description

We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.

At Gainsight, our mission is to be living proof you can win in business while being human-first.

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Responsibilities

• Execute Implementation/Custom Migration projects while partnering closely with our clients’ project sponsors and stakeholders(both internal and external)
• Drive the Implementation efforts of newly acquired customers by understanding how to successfully onboard them on the Gainsight Customer Success product, prescribe best practice recommendations to make the customer experience top-notch.
• Deliver on these engagements which includes driving milestone meetings, customizing and developing new project artifacts and ensuring high levels of impact and client satisfaction with the services rendered
• Develop detailed project plan schedules and work breakdown structures to ensure project team accountability for milestone dates and work quality and ensure we are managing the scope effectively.
• Create comprehensive weekly status reports and communication plans to executive sponsors and internal/external project teams
• Proactively identify implementation risks and mitigate them effectively and efficiently
• Quickly establish/nurture rapport and a positive relationship with customer stakeholders
• Conduct qualitative and quantitative evaluation of deliverables, budget, schedule, resource forecasts, project scope, and develop an action plan to mitigate risks and issues identified
• Maintain a deep understanding of Customer Success to be a trusted thought leader and advisor with your customers and have enough knowledge of Product technicals.
• Coach and mentor project team members (potentially across multiple time zones) to facilitate improved teamwork both internally and with the client
• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature capabilities of the team
• Work with other teammates viz Product, Engineering, Infrastructure, Support and Customer success team to ensure overall program success
• Work with a Global project delivery team to effectively deliver outcomes for customers
  
  

Qualifications

• 5+ years of experience in professional services, management consulting, customer success, business analysis, or another client-facing role
• In-depth knowledge and experience with successfully managing software application implementations
• Skill set to understand and document business requirements as well provide prescriptive recommendations by actively listening and asking probing questions
• Experience with delivering multiple projects with global project teams
• Record of professional achievements with a track record of delighted, successful, & satisfied customers
• Executive presence and confidence in communicating with technical, business, and VP stakeholders
• Strong communication, presentation, consultative and leadership skills
• Ability to create structure in ambiguous situations and design effective processes
• Experience in working with complex, multi-divisional, multi-geographical customers
• Capability to be dynamic and adapt quickly in a fast-paced environment
• Passion to be an expert on the product and for being part of a fast growing company
• Less than 10% travel for internal meetings like company and team offsites
• Preferably Project Management certified
• BA/BS/B.E./B.Tech/MBA degree or equivalent
  
  

Why You’ll Love It Here

Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

Gainsters love working here for several reasons. Here are a few:

• Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here.
• Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley.
• Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive.
• Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all.
• Our Wellness Priorities: Monthly Recharge Days that re-energize us.
• Our Parody Videos: No explanation needed. Just watch them here!
  
  

Job Description Summary

By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us!