Customer Experience Specialist III - San Francisco, United States - HeartCentrix

Description

Job

Description Job Description Job Description:

Partner with Program Lead to support 2-3 acquisitions of new companies by ZendeskPartner with Customer Success and subject matter experts to build new processes and expansion plays for acquired companiesFacilitate meetings to review and examine identified needs and desired outcomesOwn documentation describing the customer or agent experiences we seek to enable, as well as the accuracy and quality of the approved and shipped experiencesCoordinate with enablement to support training and enablement strategy; support development of enablement and communications materialsSupport the creation and execution of the change management plan and strategyDesign and develop solutions that will support transformational projects to operationalize and scale initiatives that drive organizational maturity.

Onboard relevant users from the acquired company to Gainsight and build the necessary workflows, reports, and dashboardsSupport the design and implementation of an intentional and personalized customer lifecycleWork with the BI and Data Analytics teams to bring key, data-driven metric dashboardsSkills:Proven ability to drive and own conversations in support of overall goals, providing alternative solutions when necessary2+ years experience working in Gainsight4+ years of experience within a global CX organizationEmpathy, compassion, and a desire to ensure that our customers receive the proper treatment and a willingness to take steps to continually improve it

Required Skills:
Playbook creationChange ManagementBusiness IntelligenceDocumentation

Additional Skills:
ZendeskData AnalyticsLanguages : English (Read, Write, Speak)Company Description A heart-centered approach to IT staffing Company Description A heart-centered approach to IT staffing#J-18808-Ljbffr