Job Description:

Why Gainsight?

We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.

At Gainsight, our mission is to be living proof you can win in business while being human-first.

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Job Description

The Strategic Engagement Manager (SEM) at Gainsight is a critical member of the professional services team. You will be the main stakeholder on projects, responsible for the success of enterprise level software implementations. In order to achieve this success, you will leverage your previous enterprise professional services experience, project management expertise, strong communication/written skills, relationship building prowess and conflict management skills.

What You'll Do

• Execute implementation projects while partnering closely with our prospects’ and clients’ Executive-level project sponsors

• Drive the Onboarding efforts of new and existing customers by understanding business objectives and partnering with the project team to prescribe best practice recommendations in order to achieve those goals

• Deliver on these engagements which includes driving milestone meetings (onsite and virtual), customizing and developing new project artifacts and ensuring high levels of impact and client satisfaction with the services rendered

• Develop detailed project plan schedules and work breakdown structures to ensure project team accountability for milestone dates and work quality

• Track detailed scope of engagement and when applicable work with the customer to estimate scope change/additions and execute change order(s)

• Create comprehensive weekly status reports and communication plans to executive sponsors and internal/external project teams

• Proactively identify implementation risks and mitigate them effectively and efficiently

• Quickly establish/nurture rapport and a positive relationship with customer stakeholders

• Conduct qualitative and quantitative evaluation of deliverables, budget, schedule, resource forecasts, project scope, and develop an action plan to mitigate risks and issues identified

• Maintain a deep understanding of Customer Success to be a trusted thought leader and advisor with your customers

• Coach and mentor project team members (potentially across multiple time zones) to facilitate improved teamwork both internally and with the client

• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature capabilities of the team

• Work with sales and services sales to scope and estimate sales opportunities

 

Required skills

What We're Looking For

• 5+ years of experience managing enterprise grade customers professional services, management consulting, customer success, business analyst, or another client-facing role

• Experience working with a cross-functional and geographically dispersed team and customer base.

• Extensive experience successfully managing and overseeing projects with teams of up to 5 people with services contract values in excess of $0.5 million

• Have highly developed soft skills capable of excellent stakeholder management with the gravitas needed to build long term relationships.

• Experience of managing multiple concurrent IT/software projects of varied complexity utilizing cross-functional teams in multiple locations.

• In-depth knowledge and experience with successfully managing enterprise software application implementations -with waterfall and agile methodologies

• Skill set to understand and document business requirements as well provide prescriptive recommendations by actively listening and asking probing questions

• Experience with spearheading initiatives with cross-functional teams on a number of concurrent engagements

• Record of professional achievements with a track record of delighted, successful, and satisfied customers

• Executive presence and confidence in communicating with technical, business, and VP & C-level stakeholders

• Strong communication, presentation, consultative and leadership skills

• Ability to create structure in ambiguous situations and design effective processes

• Experience in working with complex, multi-divisional, multi-geographical customers

• Capability to be dynamic and adapt quickly in a fast-paced environment

• Passion to be an expert on the product and for being part of a fast growing company

• Up to 10-15% travel to customer onsites for kickoff and discovery meetings

• Preferably Project Management certified

• BA/BS degree or equivalent

Job Benefits

At Gainsight, we don't believe in doing things as a "means to an end." Life's too short to have anything short of a joyful work environment that we passionately believe in. We think that "work vs. life" is a false choice created by pundits, cynics and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.

Here are our 5 core values

• Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust and giving back to each other and our community.

• Success for All: We believe that success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives.

• Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.

• Shoshin:  We believe in a beginner’s mind.  Don’t surround yourself with people like you--diversity breeds creativity.  

• Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness.  The solution is think more, not doing more.  

 

Why You’ll Love It Here

• Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!

• Our Leadership: We offer the leading tech solution for driving Customer Success.

• Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.

• Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.

• Our Impact: We help our customers make millions of dollars more per year.

• Our Clients: Big companies like Box, Adobe, Marketo, and many others.

• Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).

• Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends

• Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Benefits include medical, dental, vision, short and long-term disability, life insurance, 401k available on the first day of the month after start date, and flexible PTO.

Gainsight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pursuant to the San Francisco Fair Chance Ordinance, where applicable, we will consider for employment qualified applicants with arrest and conviction records.

Job Description Summary

The Strategic Engagement Manager (SEM) at Gainsight is a critical member of the professional services team. You will be the main stakeholder on projects, responsible for the success of enterprise level software implementations. In order to achieve this success, you will leverage your previous enterprise professional services experience, project management expertise, strong communication/written skills, relationship building prowess and conflict management skills.