Gainsight Administrator

About You

• You have Gainsight administration experience, or are Gainsight Associate Administrator (Level 3) Certification.
• You demonstrate an ability for rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
• You have experience working in Customer Success or with a Customer Success team.
• You enjoy solutioning the most complex problems, providing end to end management from requirements gathering, to development, to implementation and training.
• You can juggle multiple priorities and are excited to work in an environment where change is constant.
• You have the ability to think big, creating systems, processes and tools that will help us build for global scale.
• You are highly analytical.
• You can see the big picture, identify and communicate trends, opportunities and gaps. You can also zoom-in to provide tactical recommendations.
• You love being part of a team,are dedicated to the mission and, like to have fun along the way.

In this job, you will bring these skills

• 3 years of Gainsight administration experience, or Gainsight Associate Administrator (Level 3) Certification
• Experience administering Salesforce Service Cloud including knowledge base, declarative development, omni-channel routing, dashboard and reporting. Development experience is a plus.
• Experience working with Customer Success in a post sales capacity supporting the team as they lead deployment, delivery, support, renewal management
• An ability to project manage: think through complex problems, provide recommendations, build out requirements, then execute and deploy changes.
• Experience managing Professional Services software like TaskRay, Asana, Smartsheets, etc.
• Understanding of data structures, data modeling, and database management.
• Detail oriented, self-motivated, with a desire to learn.
• Proactive mindset, willing to see something that needs to be done and being part of the solution.
• Strong verbal communication skills and attention to detail.
• A commitment to using good judgment when recommending or deploying data practices, process improvements and tooling solutions.
• Good work ethic and experience working as part of a team.

Role Responsibilities + Deliverables

• Deploy and maintain Gainsight to aid CS team and automate customer engagement, set and achieve on tool and business milestones, track product metrics such as adoption and customer sentiment.
• Monitor system performance, data integrity, and user activity then make recommendations for continuous improvement.
• Assist in design and development of journey orchestrations per customer segment.
• Perform day-to-day administration, configuration and troubleshooting of CS Management platform environment.
• Design/improve CS Management Dashboards and Reports to meet end-user requirements and surface actionable insights.
• Serve as Subject Matter Expert for the Gainsight integration with Salesforce, ensuring that each system’s primary purpose and integrity is maintained (Salesforce is system of record for business).
• Implement Salesforce configuration changes including (but not limited to): Flow, field creation, page layouts, permission sets, custom settings, dashboards and reports.
• Maintain data hygiene and perform data admin actions (e.g. duplicate merging, ownership changes, record alignments & migrations, scrubbing, etc).
• Map Customer Success tools to the customer journey to ensure an efficient and effective delivery of an ideal customer experience.
• Upgrade and install new integrations into Salesforce in collaboration with business stakeholders and Sales Operations.
• Establish checks and balances to ensure maintenance of key business processes while also adjusting flows and automation per new business requirements.
• Develop a portfolio of data quality objectives and ongoing management.