Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.

Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.

As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

Core responsibilities:

Key role of Sr. CX Program Analyst is to

End to end administration of Gainsight platform to Optimize features and functionality to best serve the customer success team.
Apply analytical and problem-solving techniques to identify root causes to assess and resolve varied issues in creative ways and suggests appropriate analytical approach.
Implement Customer Success Playbook and support Customer success team with varied solutions for continued enhancement of CS Program.
Identify backlog items for enhanced GS functionality and implement releases in a sprint-like iterations.
Seek and track/organize feedback from CS team on current Gainsight use.
Track and drive internal Gainsight adoption by the CS team.
Collaborate with CS team to document current process for optimization in Gainsight.
Assist in development and documentation of CS practices/ processes.
Coordinates CS process evaluation & development, operational efficiency measurement.
Identifies and eliminates inefficiencies in tools/process increasing team capacity and improving customer experience.
Ensure accuracy and timeliness of data, analytics, and reporting.
Deliver CS business reporting utilizing Business Intelligence (BI) tools i.e., Tableau, Excel; Salesforce; Project management tools i.e., RocketLane.
Understand business requirements from senior leadership and cross-functional stakeholders to design and maintain dashboards to enable them with on-demand data empowering them to take necessary informed decisions and drive governance.
Application administration for various PMO Tools, enabling access, set-up RBAC, manage license costs.
Design and automation of governance and compliance reports, share insights with leadership.
You will be required to learn new tools and technology as needed to meet growing needs of the business.

Required skills:

Certified Gainsight administration, Min 5-6 years of overall system administration experience and 2-3 years of experience in Gainsight administration and supporting as Customer success operations role.
Proficiency in Tableau and SQL, MS-Excel Power Query

Nice-to-have skills:

Working knowledge of Salesforce and any popular project management tool i.e., Jira, Mavenlink, Rocketlane.
Certified Gainsight Administrator with relevant experience in Data and Analytics.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.

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Information regarding recruiting and phishing scams:

Employment offers will always be made by a Uniphore hiring manager or Talent Acquisition team member with a @uniphore.com email address only. We will never text you about an employment opportunity, interviews or employment offers, and we do not make job offers after only one interview. Additionally, we will never ask you to provide funds for onboarding, supplies or anything else, nor we will ask you to submit your personal information (date of birth, passport details, banking information, social security number, etc.) as part of the interview process. If you are receiving an employment inquiry or employment offer from a non Uniphore.com email address, please assume it is spam. If you believe you have been a victim of a phishing or false employment scam, you may want to report this incidents to the FBI iC3, or visit the Department of Homeland Security’s Cyber Smart website to learn how to report such scam.

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Senior CX Program Analyst