Director, Customer Success Systems

As the Director of Customer Success Systems at Recorded Future, you will serve as the Product Owner for GainSight, leading the design and optimization of our CRM. You’ll integrate GainSight with other core systems like JIRA and Zendesk, streamline workflows, and ensure systems track critical KPIs such as client health and retention. Your role includes leading a small team and collaborating with various departments to enhance processes, ensuring a remarkable client experience.

To qualify for the position of Director, Customer Success Systems at Recorded Future, you need proven expertise in administering Gainsight, supported by Level 3 admin certification. Experience with systems like JIRA and Zendesk, strong project management skills, and familiarity with programming languages such as Python or SQL are essential. It's crucial to demonstrate a capability in designing scalable workflows and defining KPIs for informed business decisions.

In the role of Director, Customer Success Systems, you'll significantly enhance client satisfaction by leading the integration of GainSight with other systems, ensuring streamlined workflows that improve communication and service delivery. By tracking KPIs, delivering improvements based on feedback, and optimizing team systems, you’ll be directly contributing to a higher standard of client experience at Recorded Future.

Key skills for the Director, Customer Success Systems at Recorded Future include a deep understanding of Gainsight and other CRM tools, strong leadership and project management capabilities, and expertise in tracking KPIs. Collaborative problem-solving and technical skills, such as knowledge of Python or SQL for advanced systems customization, are also vital for success in this position.

As the Director, Customer Success Systems at Recorded Future, you will find ample opportunities for career growth. You'll gain exposure to collaborate across different departments, influencing strategic business decisions and system integrations. Your proven leadership in optimizing systems will be recognized, opening pathways to senior leadership roles as you contribute to Recorded Future’s mission of providing top-notch intelligence globally.

In your answer, detail your hands-on experience with Gainsight, highlighting specific projects where you optimized the system for customer success. Share how this impacted client satisfaction or operational efficiency.

Discuss your methods for system integration, focusing on understanding business needs, creating a project timeline, and ensuring alignment between teams. Emphasize communication and feedback loops in your process.

Provide a detailed recount of a relevant project, including your role, the actions taken, challenges faced, and the outcomes. Be sure to mention metrics that showcase success.

Explain your process for regular check-ins and alignment meetings. Highlight how you gather insights from various departments and use data to inform workflow adjustments.

Discuss specific KPIs that you prioritize, such as product adoption rates, client retention, or engagement scores. Share how these inform business strategies and client interactions.

Explain your willingness to receive feedback and iterate on systems. Discuss how you involve your team in the decision-making process, ensuring their voices contribute to system improvements.

Discuss any experience you have with methodologies like Agile or Scrum, and how you apply these frameworks to manage priorities and deliver projects efficiently.

Describe your strategies for building relationships, including regular communication, joint workshops, and fostering an inclusive environment that values diverse input.

Articulate your understanding of Recorded Future’s mission and how your skills align with the company’s values. Share personal anecdotes that demonstrate your commitment to client success.

Discuss your continuous learning practices, such as online courses, workshops, or personal projects that keep your programming skills sharp, and how these contribute to your role's success.