CS Operations Role

  • 17 August 2023
  • 3 replies
  • 82 views
Wihoward
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We have implemented Gainsight within the last 1.5 years. We’re still maturing and expanding our usage of Gainsight as well as standardizing some of our processes across teams. As part of the CS growth we’re bringing in resources for a CS Ops role. Right now, we have an admin, project manager, business analyst, and product manager, so this would be outside of one of those roles. 

 

I’m looking for input from the community on how you utilize this role and areas you really feel like they provide the most value. 

3 replies

sdoty
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Userlevel 2
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Hi William! One possibility that will serve as a value multiplier of the other roles is an Enablement Specialist who can cover responsibilities such as:

  • Initial onboarding of CS teams and assistance with Sales onboarding into Gainsight
  • Change management with the CS team including advocating for that team to prevent them being overwhelmed by too many system changes at once
  • Driving process and non-technical documentation of systems, processes, incentives, team structures
  • Reviewing and standardizing CS Ops requests, and categorizing to determine key areas for retraining/enablement.
Steven Doty
seth
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Userlevel 7
Badge +7

I’m making assumptions and reading between the lines here, but I get the sense that the impetus behind this CS Ops person is to help manage all the programs/initiatives to improve the CS team? All the roles you already have are part of acting on those initiatives. This blog post speaks at that level: https://www.valuize.co/hiring-cs-operations-leadership/

Director of Community, Gainsight
tyler_mcnally
Rank
Userlevel 5
Badge +3

@Wihoward - one more resource for you.  Our head of CS ops and I lead a webinar on evolving your ops program.  The short story is, ops should evolve with the needs of the business. Thinking about the “jobs to be done” - where are you most capacity constrained? content? project/program management? running digital events?  

 

Recording: https://discover.workato.com/the-rise-of-customer-operations/p/1

 

Deck attached!

 

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