Lifecycle Technical Administrator (CX Operations)

The role of the Lifecycle Technical Administrator supports the design enhancement and implementation

of the customer journey at Brandwatch from the point of sale through renewal to offboarding and

everything in between. They will manage internal systems that support the customer lifecycle and

execute technical implementations and changes. Additionally they will ensure that any changes in

product or business strategy are supported by our processes and systems and assist our management

teams through reporting on the success of our efforts.

Essential Duties and Responsibilities

• Manage day-to-day support of our CS Platform users including fielding questions ad-hoc customizations design and implementation of core functionality workflow adjustments and user administration security and permissions.

• Build customer tailored email journeys based on the available CRM systems data and monitor email campaign success rates creating custom reports and dashboards.

• Monitor system performance data integrity and user activity and suggestions thus establishing a process of continuous improvement of the CS platform.

• Maintain expertise in Gainsight and other relevant software by staying up to date on new features trends and related technologies.

• Document your process and best practice and identify areas for improvement.

• Liaison with the Salesforce systems team and Data Ops to ensure data flow across systems.

Minimum Required Qualifications

• Bachelor’s degree required. In lieu of degree will accept 2-3 years of experience working with CRM systems in SaaS business or level 3 Gainsight admin certification.

• Experience in Customer Success CS Operations or Product Marketing role.

• Experience with CRM systems (Salesforce or Gainsight) with knowledge in technical administration