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Coursera

Compare

3.3

based on 30 Reviews

39 Coursera Jobs

Customer Success Systems Analyst

Coursera

3.3

based on 30 Reviews

3-4 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Customer Success Systems Analyst

Coursera

posted 4d ago

Job Role Insights

Flexible timing

Key skills for the job

Salesforce Recruitment CRM Change Management Agile Coaching Subject Matter Expertise

+ 3 more

Job Description

Launched in 2012 by two Stanford professors, Andrew Ng and Daphne Koller, Coursera is now one of the largest online learning platforms in the world, with 168 million registered learners. Our mission is to provide universal access to world-class learning. We partner with over 350 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations and Professional Certificates degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. Were seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

At Coursera, we are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration.

Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether its from home, one of our offices or hubs, or a co-working space near you.

Job Overview

In this role, you will be responsible for leading the configuration and administration of Gainsight. Your primary goal will be to establish effective, productive, and easily measurable business processes with an enhanced user experience. You will serve as the subject matter expert for our Customer Success and Implementation Managers (post-sales team) and will work in close partnership with the CS Strategy Operations team members. Additionally, you will collaborate cross-functionally such as a data engineering/ integration team to identify and gather data requirements to input into Gainsight to increase customer success productivity.

The ideal candidate should be a problem solver with project management skills, possess strong hands-on knowledge in configuring Gainsight to solve complex business problems, and enhance the productivity of the CS team. This role will require working across India, EMEA and US timezones. The ideal candidate should be comfortable with some overlap between India and US working hours.

Responsibilities

Design and implement business processes and rules in collaboration with CS and implementation leaders.
Proactively and continuously improve existing automations, processes, and user adoption of new and existing Gainsight features.
Serve as a subject matter expert to answer questions, troubleshoot issues, provide data, and resolve problems.
Utilize the analytics capabilities of various tools in the ecosystem to gather, analyze, and present actionable insights on end-user engagement, trends, and patterns.
Assist sales/CS teams in understanding factors contributing to customer health, sources of risk/churn, and identifying positive trends.
Develop reports and dashboards within Gainsight, Salesforce and other CS tools.
Manage the rollout process and strategically plan sprint cycles.
Oversee day-to-day activities such as user administration, security, and permissions.
Build strong relationships with internal stakeholders to foster collaboration and achieve adoption goals.
Project manage and drive cross-functional alignment and change management in partnership with post-sales leadership.
Maintain comprehensive documentation of Gainsight configurations, rules, workflows, and business processes to ensure long-term scalability.
Stay updated on industry trends, best practices, and emerging tools and technologies related to customer experience.

Basic Qualifications

Over 4 years of hands-on development experience with Gainsight and other CS operations tools
Gainsight CS Admin Certification (Level 2 or Level 3 preferred)
Proven project management experience with a history of leading and delivering complex initiatives independently
Experience with various CRM tools and databases (Salesforce, Gong, Databricks) that are typically integrated with Gainsight
Ability to read SQL queries and skilled in extracting and analyzing data from Gainsight, Databricks, Looker (or similar systems) to identify customer trends, risk indicators, and utilization patterns
Strong organizational skills and ability to manage multiple projects simultaneously
Experience communicating effectively with stakeholders at all levels, including executives
Demonstrated strong strategic thinking and problem-solving skills.

Preferred Qualifications

Bachelor s degree in business and data analytics, or equivalent experience
Admin experience or certification with other CRM systems (like salesforce)
Experience with other CS/ Post Sales tools such as Matik, Rocketlane and so on..
Be comfortable with big data sets and writing SQL queries
Experience working in Agile methodologies, roadmap planning and using tools such as Jira/ ServiceNow
Demonstrated history of creating rapport with team members and senior leadership

If this opportunity interests you, you might like these courses on Coursera:

Business Metrics for Data-Driven Companies
Influencing: Storytelling, Change Management and Governance Specialization
Reports, Dashboards, and Customer Success in Salesforce
Strategic Planning and Execution

#LI-SG1

Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at accommodations@coursera.org.

For California Candidates, please review our CCPA Applicant Notice here.

For our Global Candidates, please review our GDPR Recruitment Notice here.

#LI-Remote

Employment Type: Full Time, Permanent

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