Customer Experience Operations Analyst

About the role

WWT’s Customer Experience (CX) – Software Lifecycle team partners with customers to align their goals with the efforts needed to achieve them, ensuring quality business outcomes and positioning WWT as a strategic advisor. This team is central to WWT’s shift from transactional sales to recurring revenue models, making it a high-growth area with significant opportunity for impact.

Responsibilities

• Gainsight Admin
  • Configure and maintain the Gainsight platform to optimize customer lifecycle management.
  • Develop periodic surveys and measure success.
  • Collaborate with cross-functional teams to implement and customize Gainsight functionalities based on business requirements.
  • Utilize Gainsight data to derive insights and contribute to customer success strategies.
  • Proactively identify ways to improve clients’ and team’s experience with tools and platforms.
• Journey Orchestrator
  • Design and manage customer digital journey mapping.
• Data Designer
  • Ensure reporting accuracy, dashboard effectiveness, and data integrity.
• Rule Management/Creation
  • Develop and maintain automation rules to scale processes and enhance user experience.
• Digital Driver Platform Management (Internal & External)
  • Design platform templates and drive automated insights to improve data integrity and follow-up actions.
• Digital Journey via Gainsight
  • Map and optimize digital touchpoints to enhance automation and user experience.
• Surveys & Communication
  • Develop and distribute periodic surveys to measure success.
  • Provide weekly update communications.
• Gainsight Change Management
  • Identify opportunities to promote CX successes to internal stakeholders.

Qualifications

• Gainsight administration experience required.
• Experience with design or visualization software.
• Past work experience with Cisco, VMWare, Microsoft, Dell EMC, and other OEMs.
• Strong organizational skills.
• Operationally minded with the ability to analyze and decipher data.
• Capable of solving problems quickly and taking a “common sense” approach to challenges.
• Comfortable in ambiguous and rapidly changing environments.
• Self-driven, business-minded, and goal-oriented.

Pay

A reasonable estimate of the current base pay range for this position is $65,000.00 to $80,000.00 annually. Actual salary will be based on factors including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

Benefits

• Health and Wellbeing
  • Health (Medical & Prescription), Dental, and Vision Care
  • Onsite Health Centers (MO & IL)
  • Employee Assistance Program
  • Wellness program
• Financial Benefits
  • Competitive Pay
  • Profit Sharing
  • 401k Plan with Company Matching
  • Life and Disability Insurance
  • Flexible Spending Accounts
  • Tuition Reimbursement
• Paid Time Off
  • PTO & Holidays
  • Parental Leave
  • Medical Leave
  • Military Leave
  • Bereavement
  • Day of Caring
• Additional Perks
  • Family Planning Benefits
  • Nursing Mothers Benefits
  • Voluntary Legal
  • Voluntary Supplemental Accident/Illness/Hospital
  • Voluntary ID Theft
  • Pet Insurance
  • Employee Discount Program

Note: This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits. For more information, see the US benefits website at wwt.com/us-benefits.