Goto.Com - Sacramento, CA
posted 3 months ago
The Care and Success Operations Project Manager at GoTo is a pivotal role that focuses on defining, driving, and operationalizing the strategic direction of the Care and Success organizations. This position is highly visible and requires collaboration with the executive and leadership teams to ensure that organizational goals and key performance indicators (KPIs) are met. The successful candidate will lead or support various strategic and administrative initiatives, working closely with cross-functional business partners to enhance operational processes and drive customer value throughout the lifecycle. Reporting to the Senior Manager of Care and Success Operations, this role emphasizes leveraging systems and tools to improve operational soundness across all aspects of the Care and Success business. In this role, you will be responsible for the administration of Gainsight and Qualtrics XM platforms, which includes configuring and managing these systems, providing user support, and implementing customizations and integrations in collaboration with the Voice of the Customer (VOC) and Success Operations teams. You will also manage Care & Success Ops initiatives from strategy through execution, including overseeing the Customer Success variable compensation program. Additionally, you will collaborate with the VOC team to analyze data and develop a compelling customer experience that differentiates GoTo in the market. Monitoring system performance, data integrity, and user activity will be key responsibilities, as you will propose improvements based on best practices and industry trends. You will assist with grooming, prioritization, and user acceptance testing (UAT) processes for Gainsight, Salesforce, and other system requests. Furthermore, you will partner with key stakeholders and training teams to ensure preparedness and enhance the overall customer experience.