Customer Success Operations Administrator

ABOUT AVID

Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.

To learn how Avid powers greater creators or for more information, visit www.avid.com.

JOB SUMMARY

The Avid Customer Operations Team’s charter is to drive operational efficiency throughout the customer lifecycle to support the Customer Success, Customer Care, Learning Services, and Professional Services organizations. The four areas we focus on to accomplish this are Operations Management, Insights (analytics), Enablement (onboarding and training), and Tools (technology). We are seeking a driven, skillful, and enthusiastic Systems Administrator for our fast-paced Customer Success Operations team.

RESPONSIBILITIES AND DUTIES

The Gainsight Administrator's primary objective is to help drive overall efficiency and productivity with customer success. You will work closely with the Customer Success team to drive ongoing optimization of the Gainsight platform and build processes and programs that create efficiency and scalability for the Customer Success Team. This role has a direct impact to overall customer experience by ensuring that all CSMs have the tools and information they need to assure value realization for all Avid Customers.

Your main responsibilities:

• Configure, deploy, and administer Gainsight (including system configuration, reports, dashboards and workflows) in partnership with the business needs identified by the organization

• Support current platform capabilities and play a key role in the introduction of new Gainsight features

• Adopt the mentality of continuous improvement to ensure the highest levels of customer service to end users

• Monitor system performance and provide day-to-day end user support to all levels of the organization

• Collaborate with CS team on the design of Gainsight driven business rules that analyze customer data and trigger actions for the CS team to proactively engage with customers and enable our CS team

• Coordinate and align with internal teams to configure and develop the Gainsight environment to meet the needs of internal customers

• Ensure consistent and accurate data flow between Gainsight and our other Go-to-Market tools

• Manage the rollout of processes, including thoughtful timing

• Make recommendations to improve effectiveness and efficiencies through development and adoption of best practices and standardized procedures

• Create documentation on custom items, integrations, data sources and field mapping, etc.

• Assist with training and change management efforts to optimize platform success across the company, including training end users and increasing user skills with the platform

• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies

QUALIFICATIONS & SKILLS

• 3 – 5 year of Gainsight administration experience (Gainsight Certified Administrator a plus)

• Experience in data design and management of data from multiple sources

• Strong attention to detail, especially as it relates to change management and releases of system improvements/updates

• Clear communicator with excellent written, verbal and listening skills

• Ability to work independently and collaborate with multiple stakeholders while juggling multiple projects end-to-end

• Proficient user of Microsoft Suite especially Excel and PowerPoint

• Adaptability and capacity to work in fast-paced environments

• Organized, self-motivated and a great team player

• Experience with CRM, CSM and ERP systems preferred

• High level of experience and comfort with both interpreting and developing analytics using Gainsight and Excel

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!