Customer Experience Specialist

Job Description:

This position will split their time equally between developing and executing upon the strategic roadmap for our Gainsight technology, the delivery of customer feedback insights to inform experience improvement roadmaps and priorities, and the strategic vision and execution of customer and employee delight programming.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

Customer & Employee Delight Initiatives

• Develop the strategy around customer & employee delight initiatives.

• Test and learn with the implementation of several customer delight concepts.

• Collect data on the experimentation, analyze results and draw conclusions.

Training Development & Delivery

• Create & deliver training presentations and materials to gain alignment across the organization on implementing Gainsight technological capabilities. 

Gainsight Technology

• Develop and execute the strategy around Gainsight technology capabilities expansion.

• Maximize the value of the Gainsight technology through the implementation and rollout of PX, generative AI, text analytics, closed loop capture, driver sentiment, revenue plotting & driver correlation.

Technical Requirements, Workflows & Dashboards

• Develop and program dashboards, workflows and surveys according to technical requirements documentation.

• Develop new fields and new capabilities inside both Gainsight and Salesforce to facilitate the tracking and recall of customer information and customer feedback. 

• Technical development around various feedback mechanisms: email surveys, digital intercepts, feedback forms, always on listening capabilities, and QR code surveys.

• Project manage the technical builds of system integrations between Gainsight and Salesforce.

SUPERVISORY RESPONSIBILITIES:

N/A at this time

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to thrive in a dynamically changing work environment.

• Ability to work effectively both independently and as part of a team.

• Ability to develop lasting partnerships with internal and external business partners and customers.

• Strong project management skills, attention to detail, and organization.

• Intellectual curiosity and the desire to build new skillsets. 

• Confident communication skills and inclination to build collaborative working relationships with executives across the firm.

• Action orientation, willingness to take the initiative, and a desire to roll-up sleeves and dig into the depths of the business.

• A commitment to constant self-improvement and a willingness to be coached.

• Grace under pressure and a positive attitude.

• Contribute to a positive team culture that values high performance, transparency, and work-life integration. 

EDUCATION AND TRAINING:

• Bachelor’s Degree and 10 or more years’ work experience.

• 5 or more of those years in customer experience positions.

• 5 or more years of technical experience with survey platform technologies (such as Medallia, Qualtrics, Gainsight, others).

• 5 or more years of technical experience with CRM platform technology (such as Salesforce, Redtail, others).

• Technical CX system admin certification(s) required.

• Expert level proficiency with the Microsoft Excel and PowerPoint.

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.