Principal Analyst- CX Automations

Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.

Gong is on the hunt for a Principal Analyst - CX Automations to spearhead our efforts in building customer-facing intelligent workflows, creating an agentic customer journey. In this role, you'll be the architect of automations that elevate the customer experience by delivering timely and relevant information, resources, and calls to action. Your work will not only impact our customers' success and drive platform adoption, but also inform and influence Gong’s product strategy across several product lines.

Responsibilities

• Creating the Agentic Customer Journey: You'll design automations that ensure our customers receive the right messaging and resources precisely when they need them, driving better engagement and product adoption that help realize their desired business outcomes.
• Designing and Implementing Automations: You'll use tools like Workato, LLMs, and Gong as well as other technical resources to create sophisticated, agentic automations. These aren't just about reducing busy work; they're about doing things we couldn’t do before to have a bigger impact on our customers’ success.
• Enhancing Self-Service: You’ll develop and optimize AI-driven chatbots and knowledge bases, making it easier for customers to find solutions to their problems on their own.
• Data Analysis and Optimization: You’ll analyze performance data and customer interaction patterns to identify areas for improvement. Then you’ll use these insights to continuously optimize existing automations, refine processes, and ensure the systems are meeting business goals and customer needs.
• Influencing Product Development: As a key liaison to the Orchestrate and Engage Product Groups, you'll have a unique opportunity to build and test new functionality. Your insights and creations may even pave the way for new features that become part of the core Gong product.
• Cross-Functional Collaboration: You'll work closely with leaders across the organization to scope, design, and implement these automations, ensuring they align with business goals and deliver measurable results.

Qualifications

• Deep Automation Expertise: You have a proven track record of building and deploying automations, with significant experience using platforms like Workato or n8n.
• Customer-Centric Mindset: You're obsessed with improving the customer experience and can translate customer needs into effective automated workflows.
• Problem-Solver: You are adept at identifying inefficiencies and developing creative, scalable solutions.
• Strong Communicator: You can effectively articulate technical concepts to both technical and non-technical audiences and work collaboratively with diverse teams.
• Strategic Vision: You can think beyond the immediate task, seeing how your work fits into a larger strategic plan for both our internal teams and our product's future.

Perks & Benefits

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $138,600 - $192,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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