Our Opportunity:

Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on re-defining how vets and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, delivered via our Practice Hub platform, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.

As part of this mission, Chewy Health is seeking a Product Manager, Gainsight Admin to join our Healthcare team in Boston, MA office. Chewy Health is on a multi-year journey to revolutionize how practice management is done within the Veterinarian community through various software offerings. Practice Hub enables veterinary clinics to act as marketplace sellers on Chewy, earning revenue on prescription products while ensuring their clients receive the WOW shopping experience Chewy is known for.

As a PM, you will own our new Customer Success Platform, Gainsight, identifying customer pain points, developing feature requirements, and leveraging the platform to execute on behalf of internal and external customers. You will drive maintenance and enhancements of the platform, and will be responsible for maximizing the value of additional software tools which empower our Clinic Success team to drive business value at scale for our veterinary clinic partners. Gainsight will enable our Clinic Success Managers to carry a large portfolio of partner clinics, with data-driven insights leading to a WOW experience for Practice Hub clinics. The Gainsight Admin’s responsibilities include driving the tactical execution of all Gainsight use cases, building and maintaining SOP documentation on how our team uses Gainsight, and leading change management activities across the Chewy Health organization to rally around our customer-first mentality. The ideal candidate will be exceptionally organized and detail-oriented and have high standards for delivery. They will analyze data, identify areas of opportunity, and drive improvement in clinic success and experience in collaboration with internal stakeholders. Above all, they have experience administering a SaaS platform in its infancy into maturity, with the ability to hit the ground running and deliver results.

What You'll Do:

• Create triggered, targeted in-app engagement campaigns designed to improve the veterinarian CX in Practice Hub through guided tours, nudges, and recommended Knowledge Base articles.
• Manage platform configurations as well as the implementation of new solutions, including requirement gathering, design, testing, training, successful roll out (including adoption) and continuous improvements within Gainsight.
• Develop a keen understanding of the Practice Hub portfolio’s sources of risk, positive trends, and sentiment-drivers. Develop regular cadence reporting discipline around each of these metrics.
• Maintain a detailed view of system performance, data quality, and user activity in Gainsight as well as integrated systems. Partner with internal teams including Salesforce, Product Management, and engineering stakeholders for data improvement initiatives.
• Work with the Gainsight client team to fix and escalate ongoing issues
• Serve as the frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems. Develop best practice process documentation and SOPs that drives efficiency.
• Define and execute against success criteria and understand business needs of clinics in a rapidly changing business environment. Report out on Gainsight metrics and progress in weekly business reviews.
• Track key input metrics to (1) Measure our success in driving growth for Practice Hub clinics and (2) Evaluate the quality of the clinic experience. Use these metrics to guide your work and uncover areas of opportunity.

What You'll Need:

• Minimum of 2 years of Customer Success Software (Gainsight) development administration experience, including implementation, configuration, and administration. Gainsight level 2 or higher certification.
• Previous experience working in or administering Salesforce CRM.
• Previous Customer Success, Account Management, or Customer Success Operations experience with an affinity for technology, data, and process.
• Passion for creating a frictionless end user experience.
• Proven ability to work creatively and analytically in a problem-solving scenario
• A high degree of organizational prowess, with comfort operating in a fast-paced and rapidly growing business unit.
• Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
• Excellence in providing end user support and training; ability to create technical documentation accessible to all audiences
• Track record of developing business strategies with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
• Bachelor’s degree or equivalent experience required.
• Position requires some travel (10-15%) for quarterly business summits.

Bonus (if applicable):

• Proficient front-end web development skills (HTML, CSS, JavaScript)
• Experience in veterinary or pharmaceutical industry.
• Email Marketing experience
• SQL and/or Tableau developer experience