Platform Specialist

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This range is provided by Dexian. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$25.00/hr - $27.00/hr

We are looking for candidates with strong technical expertise to fill this role. Below are the details of the position:

Mode of Job: Hybrid (Monday/Wednesday/Thursday)

Locations: Toronto ON

Job Summary

The Customer Success Manager organization is seeking an Automation Platform Specialist to support the Global Tech Touch Program and help drive customer success at scale. This role will be responsible for managing, optimizing, and advancing automated customer touchpoints within the Gainsight platform, ensuring seamless orchestration, high-quality delivery, and continuous improvement of customer engagement initiatives.

The ideal candidate is detail-oriented, technically savvy, and passionate about customer success, automation, and process optimization. They thrive in a fast-paced, dynamic environment, balancing multiple priorities while delivering measurable impact.

Key Responsibilities

• Automation Platform Operations: Oversee day-to-day activities including SuccessPlay/CTA administration, segmentation, campaign setup and coordination, QA, and ongoing program readiness.
• Data & Analytics: Ensure data governance, extract and analyze platform performance data, and prepare insights for stakeholder dashboards.
• Campaign Management: Design, execute, maintain, and optimize automated customer touchpoints and integrated analytics.
• Platform Ownership: Serve as a subject matter expert on Gainsight, ensuring optimal utility, compliance with best practices, and alignment with business goals.
• Process Improvement: Collaborate with cross-functional teams to drive process optimization and operational efficiency across customer success initiatives.
• Monitoring & Optimization: Track journey orchestration (JO) performance, troubleshoot issues, and recommend enhancements.
• Customer Lifecycle Automation: Support automation across the customer lifecycle within the SAP portfolio, leveraging AI to improve engagement and insights.
• Enablement: Provide guidance on platform best practices, features, and deployment models to ensure program integrity and continuous improvement.
• Cross-Team Collaboration: Partner with Gainsight/CPIT and other solution/board teams to ensure alignment and productivity.

Required Skills & Qualifications

• Professional experience in project management, multi-tasking, and delivering results against set timelines.
• Strong analytical skills with the ability to use data for insights, evaluation, and recommendations.
• Proven experience in developing, executing, and assessing campaigns.
• Solid understanding of Customer Success Platforms (preferably Gainsight).
• Excellent troubleshooting, problem-solving, and communication skills across regions and functions.
• Highly organized with acute attention to detail and time management.
• Flexible, motivated, and open to feedback with a strong continuous improvement mindset.
• Ability to work both independently and within a high-performing team.
• Positive, proactive, “can-do” attitude with a passion for customer success.

Preferred Experience

• Hands-on experience with Gainsight or similar customer success automation platforms.
• Familiarity with AI-driven engagement tools.
• Exposure to global/multi-region operations.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Dexian\'s platform connects talent, technology, and organizations to produce results that help everyone achieve their goals.

Dexian\'s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status

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