CX Product Owner

Key Responsibilities

• Our internal expert on the Gainsight tool responsible for CX enablement and adoption to improve our ROI from the investment
• Manage the strategic direction of the roadmap for Gainsight through stakeholder interviews and liaison with our vendor
• Responsible for driving adoption of key behaviours in the tool through enablement and workflow improvement
• Responsible for establishing measures of success and reporting against those measures, to guide future planning (support from Insight analyst)

Qualifications & Competencies

• Minimum of 5 years of professional experience with a working knowledge of Customer Success and the SaaS lifecycle
• Working knowledge of Gainsight
• Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences
• Experience managing projects and delivering to deadlines
• Experience in CS or Sales enablement or other training via an elearning program
• Experience working in a highly collaborative, dynamic, and team-oriented work environment
• High level of general technical understanding
• Easily adapts to new technology
• Problem solving capabilities, attention to detail, data handling skills
• Understanding of user experience
• Proficient in MS Office (PPT & Excel)