Goto.Com - Raleigh, NC
posted 3 months ago
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 several key areas. First, you will be responsible for Gainsight and Qualtrics XM (Clarabridge) Administration, which includes configuring and managing these platforms, providing user support, and collaborating with the VOC and Success Operations teams for customizations and integrations. Additionally, you will manage Care & Success Ops initiatives from strategy through concepting and execution, including the Customer Success variable compensation program, while collaborating with the VOC team to analyze data and develop a compelling, differentiated customer experience. Another critical aspect of your role will be monitoring system performance, data integrity, and user activity, proposing improvements based on best practices and industry trends. You will also assist with grooming, prioritization, and UAT processes for Gainsight, Salesforce, or other system requests. Collaboration and training will be essential, as you will partner with key stakeholders, Care & Success Training teams, and the VOC team to ensure preparedness and enhance customer experience.