The Mandiant Solutions Customer Success (“CS”) team is seeking an experienced Sr. Customer Success Operations Specialist (“Sr. CS Ops Specialist”) to drive the effectiveness and efficiency of the CS Team. The Mandiant CS team is responsible for ensuring customers achieve their business goals using Mandiant Solutions product offerings. The team’s primary goal is to speed customer value and expected outcomes through efficient onboarding, increased adoption, expert engagement, and guidance across strategic and tactical customer audiences.
What You'll Do:
The focus of the Sr. CS Ops Specialist will be to support innovation within the Customer Success practice, leveraging customer relationship management and related technology. The Sr. CS Ops Specialist will be tasked with driving high-impact process and systems initiatives implemented via Gainsight and other CS tools and providing recommendations on process improvements that will scale across the entire CS team.
Drive the Gainsight operational plans and platform adoption in support of Customer Success business goals
Leverage collective body of knowledge to support the design and development of solutions for key Customer Success initiatives
Help build and maintain best-in-class customer experience consistently throughout the customer lifecycle, at scale
Create processes to support both high touch and tech touch engagement models within Gainsight
Build, implement, and manage Gainsight processes and workflows to track and monitor customer success
Develop and update process documentation as business requirements change
Drive partnerships with key stakeholders to build and implement value touchpoints along the customer journey
Design Gainsight dashboards, reports, and tools to enable customer journey tracking and trend analysis
Design, implement, and evolve Gainsight automations around C360 to improve customer outcomes, retention, expansion, renewals, risk mitigation, and customer adoption data to be used by cross-functional teams globally
Coordinate with business stakeholders to integrate key data points, metrics, frequency, and granularity of data to be used in Gainsight
Provide first-line user support and training, log requests, and follows-up on user issues to resolution
Perform data validation related to system updates and integrations.
Identify at-risk indicators for CS organization to trigger calls to action within Gainsight platform. Proactively identify areas for improvement and increased ease of use
3+ years of experience in operations support role with strong background in process design
Administrative experience with Gainsight
Understanding of common business practices and customer engagement touchpoints for customer-facing roles
Ability to prioritize, meet tight deadlines, and work with minimal supervision
Demonstrated ability to collaborate with and influence a team to drive results
Strong written and verbal communication skills, able to build relationships effectively cross-functionally
At FireEye we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
Minimum Salary: $103,000. Final salary will be determined commensurately with cost of living, experience level, and/or any other legally permissible considerations.
Incentive Compensation: Eligibility for annual bonus subject to individual and company performance; eligibility for award of Restricted Stock Units subject to eligibility requirements, approval from FireEye’s Compensation Committee, and vesting terms
Benefits: Employer subsidized benefits include Medical, Dental, Vision, Life, and Disability Insurance. Subject to eligibility requirements, FireEye also offers the ability to participate in 401(k), Flexible Spending Accounts, Health Savings Accounts, Dependent Care Spending Accounts, and Employee Stock Purchase Program. FireEye also provides Paid Time Off, Flexible Paid Sick Time, and Paid Holidays.
*Disclosure as required by sb19-085 (8-5-20)