Leads CX Services operations by improving business processes, managing operational programs, developing data-driven reporting, and translating business needs into scalable Salesforce and technical solutions. Partners with cross-functional teams on systems implementation, AI solutions, change management, training, and continuous improvement. The role requires advanced analytics, Salesforce expertise, SaaS services operations knowledge, and the ability to influence senior stakeholders without direct reports.

Administer and configure Gainsight as the customer experience system of record for more than 200 users. Responsibilities include managing health models, scorecards, CTAs, playbooks, workflows, dashboards, AI features, data integrations, permissions, security, and documentation. The role partners with Salesforce, data, security, and CX teams, troubleshoots synchronization and data-quality issues, supports releases and hypercare, and delivers new platform capabilities through QA and UAT.

Own complex email infrastructure and operational initiatives, including IP pool strategy, capacity planning, customer onboarding workflows, technical escalations, deliverability optimization, and process improvement. Analyze metrics and root causes, develop scalable frameworks and compliance guidelines, influence tooling and product roadmaps, and partner cross-functionally with Product, Engineering, Sales, and Success. The role also mentors junior team members and drives automation, reliability, and operational excellence across email services.