As a Principal Business Systems Architect at Saviynt, you will play a crucial role in leading the design, architecture, and optimization of the Customer Success systems ecosystem. Your responsibilities will revolve around the Customer Office, Enterprise Systems, Data, and Organizational Change, positioning you at the core of strategic decision-making. Reporting to the Director of Business Systems Operations, you will be instrumental in translating business strategies into technical solutions and driving the deployment, adoption, and governance of enterprise-grade systems across global teams. - **Own the CS Systems Stack**:
Lead architecture and roadmap for Gainsight and its integrations such as CRM, BI, and support tools. - Design scalable lifecycle workflows including onboarding, adoption, renewal, and expansion. - Ensure data cleanliness, governance, and reliable reporting. - **Build Automation That Drives Retention**:
Configure and optimize Gainsight components like rules engine, scorecards, CTAs, and dashboards. - Develop health models to predict churn effectively. - Implement automation to streamline manual CSM work and provide self-serve analytics for CS and GTM teams. - **Drive Systems Innovation**:
Evaluate and incorporate emerging tools, including AI-driven solutions, to enhance customer engagement, productivity, and decision-making. - Identify opportunities to integrate AI into workflows for tasks like risk detection, forecasting, summarization, and task automation. - Continuously assess the CS tech stack, recommending improvements for enhanced efficiency and scalability. - **Translate Strategy into Systems**:
Collaborate with CS leadership to define processes and KPIs, translating business requirements into scalable system designs. - Lead the implementation of new tools and process changes and ensure adoption across global teams. - **Raise the Bar**:
Continuously enhance systems, workflows, and reporting mechanisms. - Establish scalable best practices and documentation. - Stay abreast of industry trends in Customer Success technology and AI. In addition to the above responsibilities, you are expected to bring:
**Qualifications**:
7+ years of experience in Business Systems, CS Ops, or RevOps in a SaaS environment. - Proficiency in Gainsight with hands-on experience in architecture, automation, and reporting. - Strong grasp of retention metrics such as NRR, GRR, churn, and adoption. - Demonstrated experience in integrating Gainsight with CRM systems, with preference for Salesforce, and other tools like snowflake, Tableau, BI, Staircase, Matik, etc. - Ability to work independently in a fast-paced environment with strong problem-solving and stakeholder management skills. Join Saviynt's journey of growth and innovation in the realm of identity security, where you can leverage your expertise to drive impactful change within the organization and beyond. As a Principal Business Systems Architect at Saviynt, you will play a crucial role in leading the design, architecture, and optimization of the Customer Success systems ecosystem. Your responsibilities will revolve around the Customer Office, Enterprise Systems, Data, and Organizational Change, positioning you at the core of strategic decision-making. Reporting to the Director of Business Systems Operations, you will be instrumental in translating business strategies into technical solutions and driving the deployment, adoption, and governance of enterprise-grade systems across global teams. - **Own the CS Systems Stack**:
Lead architecture and roadmap for Gainsight and its integrations such as CRM, BI, and support tools. - Design scalable lifecycle workflows including onboarding, adoption, renewal, and expansion. - Ensure data cleanliness, governance, and reliable reporting. - **Build Automation That Drives Retention**:
Configure and optimize Gainsight components like rules engine, scorecards, CTAs, and dashboards. - Develop health models to predict churn effectively. - Implement automation to streamline manual CSM work and provide self-serve analytics for CS and GTM teams. - **Drive Systems Innovation**:
Evaluate and incorporate emerging tools, including AI-driven solutions, to enhance customer engagement, productivity, and decision-making. - Identify opportunities to integrate AI into workflows for tasks like risk detection, forecasting, summarization, and task automation. - Continuously assess the CS tech stack, recommending improvements for enhanced efficiency and scalability. - **Translate Strategy into Systems**:
Collaborate with CS leadership to define processes and KPIs, translating business requirements into scalable system designs. - Lead the implementation of new tools and process changes and ensure adoption across global teams. - **Raise the Bar**:
Continuously enhance systems, workflows, and reporting mechanisms. - Establish s
