Scrum Master

Job Description: 

As a Scrum Master and BSA for the Customer Success team, you are visionary, customer focused, and outcome driven. The program leverages Gainsight platform to enhance customer experience through automation, digital communications, and data collection. You will collaborate with internal teams to design and configure creative solutions to meet program objectives, solve complex challenges and drive successful outcomes.

What you’ll do

• Perform the duties for Scrum Master managing the product backlog and lead all scrum ceremonies.
• Coordinate all aspects of projects. Drive release planning, publish the scrum metrics - Product Backlog, Burndown chart, Handle timelines, assign responsibilities, and supervise and summarize the progress of the project.
• Coordinate stakeholder and cross-functional team meetings to ensure all parties understand the deliveries and milestones.
• Gather feedback, Work to remove any impediments that are obstructing the team from achieving its goals and continuously improve quality and delivery.
• Coach and guide teams on Agile practices & and work towards improving them.
• Help the team to remain creative and productive while making sure its successes are visible to all partners.
• Work with a team of business users, product managers, solution architects to define the Customer Success Management process and solution architecture for Client Enterprise business enabled by Gainsight NXT.
• Support business strategy development for Customer Success and manage mapping, documenting, and implementing CS processes
• Design business rules that analyse customer data and trigger actions for the customer success team to proactively engage with customers
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
• Be forward looking regarding new features and other technology or tooling that bring new opportunities for efficiency, productivity and development gain across the entire support ecosystem.

What you need to succeed

• Experience in agile development cycle, running multiple sprints and leading team to test & deliver business initiatives
• A solid understanding of the agile principles and behaviours, and the ability to identify/execute opportunities for improvement.
• Proven skills in communication (oral, written, presentation), analysis, problem-solving, and short-term and long-term planning.
• 5+ years of experience in business systems analysis, business operations, or business solutions architecture focused on the Salesforce or Microsoft Dynamics stack, within a SaaS or IaaS company.
• Hands-on experience with CRM and Customer Success tools. Familiarity with Gainsight highly preferred.
• Solid process and analytical skills tied with creative thinking and sharp decision-making abilities.
• Strong expertise in business process management, technology architecture point-of-views, tool evaluation, roadmap definition & business partnership
• Ability to communicate effectively and interact with cross-functional teams
• Evangelize and test new ideas with stakeholders; drive implementation to completion with key success metrics and business impact read out.
• Strong customer empathy, product ownership, bias for action and sense of urgency.
• Strong verbal and written communication skills including the ability to effectively collaborate with a diverse group of people
• Self-starting, ability to work with minimal direct supervisions; takes ownership