Gainsight

Company Overview

Why Gainsight?

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.

Job Overview

Support Program Manager

Gainsight is seeking a Support Program Manager who will take charge of leading projects aimed at enhancing the effectiveness and efficiency of our support team. This role is pivotal in identifying areas for improvement and working closely with support leadership to implement effective solutions. As the team lead within our support operations team, you'll play a crucial role in onboarding new members and ensuring ongoing training on our product features, setting the stage for unparalleled customer support experiences

Qualifications

• Proven experience in a management role within customer support or similar.
• Strong background in team management, with a knack for fostering professional growth and team cohesion.
• Demonstrated ability in identifying process improvements and successfully implementing changes.
• Experience with Zendesk or similar customer support platforms, including administration and optimization.
• Excellent communication skills, capable of effectively conveying information across all levels of the organization.
• Adept at managing multiple projects simultaneously, prioritizing effectively to meet deadlines and objectives.
• A commitment to delivering exceptional customer support experiences.

Desired:

• Experience in support enablement and training.
• Familiarity with product analytics, and customer education tools and strategies.
• A passion for leveraging technology to drive support efficiency and effectiveness.

Responsibilities

• Team Leadership and Strategy: Lead Zendesk Admin and Support Enablement roles, setting objectives and strategies to enhance support team capabilities. Foster an environment of continuous learning and improvement.
• Continuous Improvement: Collaborate with support management to pinpoint improvement areas within the team. Initiate, plan, and implement strategies to increase efficiency and effectiveness.
• Training and Enablement: Oversee the onboarding and continuous training of support team members, ensuring they are efficient in product features and best practices.
• Process Optimization: Streamline support processes through analysis and optimization, aiming for superior efficiency and customer satisfaction.
• Tool and Resource Management: Manage and enhance tools and resources, including Zendesk, to boost team productivity and customer engagement.
• Cross-functional Collaboration: Work closely with cross-functional teams to align support strategies with overall business objectives, ensuring a cohesive approach to customer success.
• Data-Driven Decision Making: Utilize data and analytics to inform strategies, measure performance, and identify areas for growth and improvement.
• Stakeholder Engagement: Act as a liaison between the support team and other departments, ensuring clear communication and collaboration on shared goals.
• Resource Management: Provide support to leadership in the development of operating plans for each group by forecasting and planning staffing demands and constraints. Help develop models to manage resource planning and benchmarks for efficiency.
• Create and maintain processes for data security that align with business goals, such as SOC2 compliance, GDPR, and other security-related certifications

Values & Benefits

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!

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!

Thanks for Applying

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