Customer Experience Operations Specialist

Veradigm•Raleigh, NC

23h•$57,728 - $80,243

About The Position

Owns the customer experience operations function for Veradigm, with a focus on tech-touch accounts. Works with Customer Success teams and leadership to design and execute digital-first engagement strategies that reduce friction and drive measurable outcomes. Builds and maintains the reports and dashboards used to track CSAT, NPS, and churn, turning that data into actionable insights for the team. Manages the formal customer request process end to end, from intake and prioritization through communication of trends to managers and leadership.

Requirements

Bachelor's Degree or equivalent Technical / Business/Certifications experience
2-4 years relevant work experience

Nice To Haves

2+ years Experience with Gainsight administration, CRM systems, learning management systems, customer messaging systems, and customer feedback tools, including Gainsight, Skilljar, Salesforce, and Smartsheet is highly preferred.
Certifications in Gainsight or equivalent work experience

Responsibilities

Creates and manages automated workflows for Gainsight Journey Orchestrator, reporting and dashboards and assists with prioritization of in-app communications.
Collaborates with Go-To-Market (GTM) teams to understand upcoming product releases and their implications for various functions.
Assists with thorough impact assessments to identify changes to documentation, help center content, and internal processes, and proactively communicates critical information to clients.
Assists with internal and client-facing communication of key processes, projects and training to all project stakeholders.
Implements targeted, in-product messaging strategies as prioritized by the Customer Experience Operations team defined processes.
Supports calendar, account, and user lifecycle messaging to drive awareness, product adoption, and engagement.
Collects and analyzes customer feedback. In conjunction with management, utilizes feedback to identify areas for improvement and drive changes that enhance customer experiences.
Assists in the performance of the customer success team and implements strategies for continuous improvement. This includes helping to define performance benchmarks, conducting regular audits, and providing feedback and recommendations.
Collects, analyzes, and interprets customer data to provide actionable insights.
Assists in the development of reports and dashboards that help the customer success team monitor key metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), and CXO KPIs.
Participates in the selection, implementation, and customization of customer success tools and technologies such as CRM systems, customer feedback platforms, and workflow automation tools.
Oversees the day-to-day administration of the Customer Experience Operations tech stack with primary focus on Gainsight administration.
Develops expertise in the Customer Relationship Management systems and operational technologies.
Continuously assess the health and engagement of customers by tracking product usage, adoption, and satisfaction.
Maintains quality standards for data, processes, tools and communications.
Assists with managing project plans and dashboards, assisting project managers in maintaining consistency and template efficiency.
Follows and manages the project request process, working with the CXO team to prioritize and create project plans as approved by the CXO team.