Customer Experience Operations Manager
Job description
About the role
Hootsuite is seeking a technical administrator to manage the Customer Office tech stack and act as the central point of configuration for critical platforms. You will own the system configurations, automation rules, and integrations that power the customer lifecycle operations. This role is responsible for scaling and optimizing workflows to improve operational efficiency and customer engagement outcomes. You will report directly to the Senior Director of the Customer Office team and work cross-functionally with key stakeholders. The position requires a deep understanding of SaaS customer success technology stacks and their interconnected data flows. You will translate high-level business objectives into specific system changes and process documentation. This role serves as the primary technical resource for the Customer Office and ensures technology supports strategic goals.
Key facts
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Location: India
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Engagement: Full-time
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Team: Customer Office
What you'll do
- Serve as the primary administrator for platforms including Gainsight and Kantata, overseeing system configurations, business rules, integrations, and reporting to improve operational efficiency and customer engagement.
- Design end-to-end workflows and implement AI-driven automation to reduce manual tasks across the customer lifecycle, ensuring scalability and reliability.
- Provide advanced troubleshooting and monitor system performance to ensure reliability, identifying bottlenecks and resolving complex technical issues proactively.
- Collaborate with Customer Success, Support, and Professional Services to roll out new features, managing change adoption and ensuring alignment with business objectives.
- Act as a subject matter expert, providing training and guidance to internal teams on platform capabilities, best practices, and configuration standards.
- Manage vendor relationships and evaluate new technology solutions, assessing fit for the customer office ecosystem and supporting procurement decisions.
- Maintain data integrity, manage data management and analytics, and ensure reporting accuracy to support executive decision-making and operational reviews.
- Drive continuous improvement by analyzing workflows, identifying optimization opportunities, and proposing enhancements to the tech stack configuration.
- Oversee system integrations between Gainsight, Kantata, Salesforce, and other connected technology tools to ensure seamless data flow and process efficiency.
- Implement and refine automation rules within the tech stack to streamline repetitive operational tasks and reduce manual overhead.
Requirements
- 8+ years of experience in Revenue, Customer, or Operations roles within SaaS or technology companies, demonstrating a deep understanding of technology-driven customer operations.
- Proven ability to manage and optimize Customer Success or Experience platforms, including configuration, administration, and scaling to meet business needs.
- Hands-on experience with system integrations, complex data management, and analytics in a tech environment, ensuring accurate and actionable insights.
- Demonstrated ability to translate business requirements into technical, scalable solutions using configuration tools and system platforms.
- Strong communication and problem-solving skills with a focus on detailed root cause analysis, enabling effective resolution of technical and operational issues.
- Experience working in a fast-paced, matrixed environment where priorities shift quickly, requiring adaptability and strong organizational skills.
- High level of ownership and accountability for project delivery, system reliability, and ongoing optimization of the customer office tech stack.
- Commitment to compliance and data security standards within technology platforms, ensuring all configurations and processes adhere to organizational policies.
Nice to have
- Holds a Gainsight Administrator certification that validates platform expertise and demonstrates a commitment to professional development.
- Direct experience with Professional Services Automation tools like Kantata or Mavenlink, showcasing familiarity with PSA platforms and project operations.
- Experience with Salesforce administration and data integration platforms, including managing data flows and ensuring system interoperability.
Skills & tools
- Gainsight
- Kantata (Mavenlink)
- Salesforce
- AI and automation tools
- Data management and reporting
Practical notes
Hootsuite utilizes AI tools to assist with the recruitment process, including applicant screening and interview feedback summaries. All final hiring decisions are made by human staff. Accommodations are available upon request throughout the selection process.