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Leader’s Guide | Job Descriptions
Worksheet | Job Analysis
General Purpose of the Job
Describe the primary purpose or scope of the job, what must be accomplished, and why it is performed.
We are seeking a Tech Stack Operations Analyst/Engineer to join our team. In this role, you will be instrumental in shaping the strategy and execution of how our organization utilizes customer-facing and internal software, with a particular focus on Gainsight. Your responsibilities will include the development, maintenance, and enhancement of our software ecosystem. Additionally, you will play a critical role in migrating our current community software from WordPress to Gainsight Digital Hub.
Essential Duties & Responsibilities
In order of significance, list the essential functions and responsibilities of the position.
Strategic Leadership:Define and execute the strategic vision for our software ecosystem, aligning it with our organizational objectives and customer experience goals.Collaborate with senior leadership to secure resources and support for software-related initiatives.Tech Stack Development and Management:Lead the development, maintenance, and optimization of our technical stack, ensuring the efficiency and effectiveness of our digital environment.Capability to perform comprehensive testing in lower environments and effectively promote code through the SDLC process.Innovate by implementing software solutions that enhance functionality and stay at the forefront of technological advancements.Software Administration (Including Gainsight):Administer and configure various software platforms, including Gainsight, tailoring them to meet specific business requirements.Provide training and support to users and teams, maximizing software tool effectiveness.Continuously assess software performance, recommend improvements, and manage critical administration functions.Migration of Community Software:Lead the migration of our current community software from WordPress to Gainsight.Collaborate with internal teams and external vendors to ensure a seamless transition.Oversee data migration, content transfer, and user training during the migration process.Ensure that the new community platform aligns with our customer experience and engagement goals.Data Management:Assist with data maintenance and governance, ensuring data accuracy and integrity.Collaborate with data analysts to support data-driven decision-making.Reporting and Dashboards (Including Gainsight):Create, manage, and maintain Reporting and Dashboards, enabling data-driven insights.Collaborate with internal teams to identify key metrics and data sources, including Gainsight data feeds.Business Rules and Playbook Delivery (Including Gainsight):Collaborate with cross-functional teams to create and implement business rules that leverage customer data, including data from Gainsight.Tailor and deliver playbooks to enhance customer success and engagement based on defined business requirements, using Gainsight and other relevant tools.Optimize playbooks, especially those managed through Gainsight, to enhance the overall customer experience.Process Improvement:Recommend and adopt best practices and standard methodologies to improve operational efficiency.Develop and implement new business processes in collaboration with cross-functional teams.Survey and Outreach Support (Including Gainsight):Manage and support survey and outreach efforts, enhancing the customer experience through Gainsight and other tools.Maintain and update relevant documentation, including Gainsight administration documentation.Monitoring and User Support:Monitor system performance, data integrity, and user activity, driving continuous improvements.Provide day-to-day end-user support across the organization.Recommended Experience & Education
Select the relevant experience and education typically required for this job.
Knowledge, Skills, & Qualifications
List applicable knowledge, skills, experience, certificates, licenses, and other criteria required or preferred for this position. (e.g., Management experience required)
Required
Familiarity with customer success applications such as Asana, Jira, Qualtrics, Salesforce, and Workfront.Experience in programming languages such as Javascript or Python.Strong problem-solving skills and a willingness to troubleshoot and resolve technical issues.Excellent communication skills and the ability to collaborate effectively with diverse teams.Eagerness to learn and adapt to new software technologies and tools.Preferred
Proven experience in software development and administration, with a minimum of 3 years of experience administering Gainsight and similar software platforms.Physical Demands
Physical requirements can vary and are reviewed with management. However, in general, the position requires the following activities:
Ability to lift a minimum of {{X pounds}} to a maximum of {{X pounds}} unassisted Ability to stand, sit, stoop, walk, stretch, reach, and use full range of body motionsManual dexterity as required for specific equipmentADA
Alkami will make reasonable accommodations, as required by law, for the known physical or mental
disabilities of an otherwise qualified applicant or Alkamist, unless doing so would impose an undue
hardship upon Alkami's business operations.
Affirmative Action / EEO Statement
Alkami is an Equal Opportunity Employer and prohibits discrimination and harassment of any
kind. Alkami is committed to the principle of equal employment opportunity for all employees, providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental, or sensory disability, HIV Status, sexual orientation, gender identity or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics.
