Digital CX Technology Analyst

Location: Bangalore, RMZ Infinity
Department: Data Science

The Digital CX Technology Analyst prepares and manages the data, systems and processes that power our digital customer success strategy.

The role identifies, collects and prepares data, primarily from Snowflake, and enables its effective use across Gainsight CS, Gainsight PX and Journey Orchestrator.

Working closely with functional leaders, the analyst supports projects spanning planning, reporting, goal setting, customer health, business process optimisation and the operational metrics required to scale Customer Success.

The role owns platform data integrity, helps design business rules that analyse customer data and trigger digital customer success actions, and contributes to a scalable customer lifecycle from onboarding through renewal.

This is a cross-functional role partnering with Customer Success Operations, Sales Operations, Corporate Technology Data Enablement and Sales Technology, Marketing, Product, Support, Sales Strategy and Execution, and other teams to ensure technology initiatives are prioritised against Customer Success objectives.

It combines solution design with hands-on work across backend data systems and customer-facing journey orchestration, and provides development towards a solution architecture career path.

Key Responsibilities

• Develop and maintain the roadmap of systems, tools and data capabilities needed to support Customer Success, including resource planning, project management, customer health tracking and operational business metrics.
• Identify opportunities to improve Customer Success effectiveness, efficiency, scalability and financial performance, and translate those opportunities into practical technology and process improvements.
• Own platform data integrity and coordinate the sources, metrics, frequency and level of data required for digital customer success use cases.
• Identify, extract, transform and prepare data, primarily from Snowflake, so it can be used effectively within Gainsight CS, Gainsight PX and Journey Orchestrator.
• Configure and deploy Gainsight and Salesforce capabilities for internal users, including system configuration, integrations, reports, dashboards, workflows and business rules.
• Design and manage rules that analyse customer data and trigger scalable digital programmes across the customer lifecycle, from onboarding through adoption, health management and renewal.
• Partner with Sales Operations and Customer Success Operations to establish and maintain role-based metrics and insights, including customer health indicators, renewal performance, territory and account planning, organisational performance, customer lifecycle measures and Voice of Customer feedback.
• Enable colleagues to use customer data effectively within Gainsight, particularly through Journey Orchestrator, and prepare Customer Success teams for new processes, tools and functionality.
• Coordinate delivery of Customer Success enablement programmes, tools and processes, clearly communicating priorities, activities, dependencies and outcomes to stakeholders.
• Establish practical processes that help CSMs work effectively with cross-functional teams, including onboarding plans that bring new CSMs up to speed efficiently.
• Translate data into scalable customer journeys and product messaging, balancing technical design, customer experience and operational requirements.
• Structure data and solutions in an efficient, lean and cost-conscious way so digital journeys can scale across Data & Analytics and Risk Intelligence product suites.
• Recommend and support adoption of best practices and standardised procedures that improve consistency and reduce manual effort.
• Provide second-line platform support and coordinate issue resolution with Gainsight Support, the Gainsight Technical Account Manager and Corporate Technology partners.
• Manage multiple strategic and operational projects in a fast-paced environment, adapting priorities as business needs evolve and supporting the team’s ambition to operate natively with AI.

Qualifications and Experience

• Bachelor’s degree preferred, or equivalent relevant experience.
• Experience in a SaaS or recurring-revenue business, ideally within Customer Success, Revenue Operations, Sales Operations or a related operational function.
• Hands-on Gainsight administration experience, including Gainsight CS and Gainsight PX, with experience maintaining a Gainsight and Salesforce Customer Success platform model.
• Gainsight Administration certification required; Salesforce Administration certification preferred.
• Experience with Snowflake or a similar cloud data warehouse, including extracting and preparing data for downstream use.
• Strong SQL skills and experience working across backend data systems, integrations, reports, dashboards and workflows.
• Experience with Journey Orchestrator or a similar journey or workflow orchestration tool.
• Strong data analysis, reporting and problem-solving skills, with the ability to turn business requirements into scalable technology solutions.
• Demonstrated ability to understand and meet internal or external customer needs.
• Strong organisational skills, with the ability to manage multiple and competing priorities.
• Sound business judgement, with the ability to see the bigger picture, prioritise effectively and act in an environment of change and ambiguity.
• Comfort working with high-performing teams in an indirect and matrixed capacity, taking initiative and maintaining disciplined execution.
• Interest in solution architecture and in designing data and technology structures for long-term scalability, not only immediate delivery needs.