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Customer Success Operations Manager


Syracuse, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: eCommerce Enablement
  • Post Date: 05/23/2023
  • Website:
  • Company Address: 344 S Warren St, Suite 200, Syracuse, New York 13202, US
  • Salary Range: $50,000 - $150,000

About Impel

Impel offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer journey.

Job Description

Mission & Vision

We transform how vehicle sellers engage, educate, and interact with shoppers across the entire customer journey, by harnessing the power of digital technology and data. We deliver the world’s most engaging customer experiences for vehicle sellers of every type and size.


Job Summary

As the Systems Administrator, you will play a crucial role in driving value for our customers across their lifecycle thanks to the workflows they configure. You will collaborate with cross-functional business teams to develop strategies and craft business requirements. You will then need to translate these requirements into technical design that integrate with Salesforce or other systems.


Our Values 

Relationships – We are dedicated to transparency, open communication and building trust that lasts beyond a transaction.

Grit – We approach every activity and opportunity with tenacity and tireless execution.    

Results – We achieve success for our partners and take personal accountability for everything we do.  

Energy – We never settle, we constantly seek out new ideas with ambition and enthusiasm.

Inventiveness – We lead with curiosity, which drives us towards continuous learning and innovation.

Passion – We share an entrepreneurial spirit that inspires us to go above and beyond everything we do. 


Essential Functions of the Job

  • Configure, deploy, and administer the Gainsight platform (User Administration, Reports, Dashboards, Rules, CTAs, Journey Orchestrations, Health Score, Integrations, etc.)
  • Design the end-to-end workflow in Gainsight
  • Own analyses that drive strategic decisions utilizing, Gainsight, GuideCx, and other systems
  • Create reports & dashboards in Gainsight and other systems that enable internal teams to track metrics in a valuable way
  • Manage day-to-day support of system users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
  • Work closely with stakeholders to plan and develop new features and modernize existing functionality.
  • Proactively offer recommendations for improvement of existing tools and processes to increase efficiencies, including adopting new features in each system’s major release
  • Prepare ad hoc analyses to solve business inefficiencies
  • Managing special projects as assigned


  • 3+ years of experience with the system design, data modeling, and configuration of Gainsight NXT
  • Gainsight Associate Administrator (Level 1) Certification, (Level 2 and Level 3 highly preferred)
  • Experience working in customer success, or equivalent understanding of key customer success principles
  • Strong Salesforce user, administrative, configuration, dashboard and reporting skills
  • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
  • Self-starter, demonstrating leadership of owned projects
  • Strong attention to detail, especially as it relates to change management and releases of system improvements/updates
  • Excellent written communication and presentation skills
  • Strategic thinking
  • Problem solver and growth mindset
  • CRM administration experience preferred
  • Experience in data analysis, business intelligence, and design of reports and dashboards preferred

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