Care and Success Operations Project Manager

$70,000 - $116,000/Yr

Goto.Com - Columbus, OH

Full-time - Mid Level

Columbus, OH

1,001-5,000 employees

Personal and Laundry Services

About the position

At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. The Care and Success Operations Project Manager is a highly visible role essential for defining, driving, and operationalizing the strategic direction of the Care and Success organizations in collaboration with the executive and leadership team. Reporting to the Senior Manager of Care and Success Operations, this position involves leading or supporting various strategic and administrative initiatives. The successful candidate will work within the team and with cross-functional business partners to impact organizational goals/KPIs and ensure operational soundness across all Care and Success aspects of the business. This role will specifically focus on leveraging systems and tools to enhance operational processes and drive customer value throughout the lifecycle. As a Care and Success Operations Project Manager, you would be working on: 1. **Gainsight and Qualtrics XM (Clarabridge) Administration**: Configure and manage Gainsight and Qualtrics XM platforms, including user support, customizations, and integrations, in collaboration with the VOC and Success Operations teams. 2. **Strategy and Program Management**: Manage Care & Success Ops initiatives from strategy through concepting and execution, manage the Customer Success variable compensation program, and collaborate with the VOC (Voice of the Customer) team to analyze data and develop a compelling, differentiated customer experience. 3. **System Performance and Improvement**: Monitor system performance, data integrity, and user activity, proposing improvements based on best practices and industry trends. Additionally, assist with grooming, prioritization, and UAT processes for Gainsight, Salesforce, or other system requests. 4. **Collaboration and Training**: Partner with key stakeholders, Care & Success Training teams, and the VOC team to ensure preparedness and enhance customer experience.

Responsibilities

• Configure and manage Gainsight and Qualtrics XM platforms, including user support, customizations, and integrations.
• Manage Care & Success Ops initiatives from strategy through concepting and execution.
• Manage the Customer Success variable compensation program.
• Collaborate with the VOC team to analyze data and develop a compelling customer experience.
• Monitor system performance, data integrity, and user activity, proposing improvements based on best practices.
• Assist with grooming, prioritization, and UAT processes for Gainsight, Salesforce, or other system requests.
• Partner with key stakeholders and training teams to enhance customer experience.

Requirements

• 1+ years of Gainsight experience (NXT Level 1 Certification within 90 days).
• 3+ years in Customer Success or Success Operations within the tech industry.
• Experience with Qualtrics XM/Clarabridge, GuideCX, and Genesys Cloud is a plus.
• Proven experience leading Customer Success/Support projects.
• Excellent written/verbal communication and problem-solving skills.
• Ability to establish relationships and generate buy-in across the business.
• Familiarity with basic Salesforce functionality and terminology.

Nice-to-haves

• Experience with GuideCX and Genesys Cloud.
• Advanced knowledge of customer success metrics and KPIs.

Benefits

• Comprehensive benefits package.
• Wellness programs.
• Recognition programs.
• Opportunities for learning and development.