Gainsight System Admin

We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatch™ technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com. Based in San Francisco, Bugcrowd is supported by Rally Ventures, Costanoa Ventures, Blackbird Ventures, Triangle Peak Partners, and others.

Bugcrowd is seeking a System Admin to cross functionally assess, design, configure and support our suite of Business Systems, supporting Customer Success, Hacker Success, Services, Sales and Support functions.

Job Summary:

Duties will include analysis, requirements, design and architecting the internal business systems tech stack (primarily focused on Gainsight), daily support, enhancements and maintenance of existing systems, and continuous improvement in operations to ensure compatibility with evolving business requirements. In this role, you will communicate with managers and end-users to design cohesive system strategies and ensure effective collaboration throughout all phases of analysis, development, testing and deployment. We operate in a flexible and proactive work environment to facilitate a quick response to changing business objectives and growth.

• Provide system administration support of internal systems, including (not limited to) Gainsight, Salesforce and other third-party applications.
• Collaborate with internal Customer Success, Hacker Success and Services stakeholder groups to develop and communicate comprehensive business requirements and technical design.
• Translate business requirements into system configurations, adhering to best practices.
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
• As the Subject Matter Expert, develop system design specification documents.
• Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight
• Conduct bulk email campaigns and Surveys to a specified group of customers using Gainsight
• Handle ad-hoc customizations, core functionality adjustments, and user administration.
• Perform configuration, testing & deployment of highly visible, corporate initiative system projects.
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
• Follow through full system projects, utilizing your expertise to determine the business problem, business impact, risks, value, solution options, plan for development, testing, deployment, etc.

Requirements:

• Provide system administration support of internal systems, including (not limited to) Salesforce, Gainsight, DocuSign, Netsuite and related integrations and third-party applications.
• Collaborate with internal stakeholder groups to develop and communicate comprehensive business requirements and technical design.
• As the Subject Matter Expert, develop system design specification documents.
• Monitor system user adoption and provide training, and/or input to trainers.
• Perform configuration, testing & deployment of highly visible, corporate initiative system projects.
• Follow through full system projects, utilizing your expertise to determine the business problem, business impact, risks, value, solution options, plan for development, testing, deployment, etc.

Experience:

The ideal candidate must be a proactive, critical thinker, possess a strong sense of ownership, and be able to work both independently and collaboratively. Is comfortable and successful in a fast-paced, dynamic environment and thrives on finding solutions to daily challenges as well as large corporate initiatives. Characteristics must include attention to detail, proficient problem solving and the ability to prioritize and multitask. Self-motivation and an inherent sense of urgency is critical.

Qualifications for an ideal candidate:

• 2 - 3 years hands-on Gainsight administration experience required.
• Level 1 and Level 2 Gainsight certification is required.
• Level 3 certified individuals are preferred (or willing to obtain within their first year in the role).
• Bachelor’s Degree in Computer Science or Engineering or comparable experience.
• Experience assessing and implementing business systems for multiple stakeholder groups.
• Fundamental knowledge of Gainsight modules including Data Management (objects), Rules Engine, Data Designer, Scorecards, User Management, Success Plans, and CTAs
• Thorough knowledge on using Journey orchestrator, creating Reports & Dashboards
• Experience in integrating Gainsight with multiple platforms such as Salesforce, Freshdesk, JIRA, Amazon S3, etc.
• Basic understanding of utilizing horizon rules for automating Data loads, assigning health scores, creating Success plans and CTA’s & troubleshoot the failures
• Candidates with a background in customer success or a comparable grasp of fundamental customer success principles are preferred.
• Experience with the full SDLC (Software Development Life Cycle).
• Exceptional “soft” functional skills, i.e. communication, organization, problem-solving, etc.
• Experience developing and documenting system and workflow diagrams.
• Experience with integrations, testing, migrations and implementation/release processes.
• Comfortable practicing Agile Methodology.
• Experience with system and data migrations a plus.
• Additional system certifications a plus, i.e. Salesforce, Netsuite, etc.

ADA Statement

Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at [email protected].

Pay Range Disclosure:
The base pay range for this role takes into account the wide range of factors that are considered in making compensation decisions, including, but not limited to, Qualifications, Geographical Location, Education/certifications, Experience, Skill Sets, Training, and other business and organizational needs.

At Bugcrowd, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the position of Gainsight System Admin is a base pay range between $86,800 to $108,800.

This position may also be eligible to participate in a discretionary bonus program or commission plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Culture:

• At Bugcrowd, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work.
• We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
• Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point.

At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring. We are a supportive & collaborative team who understand that reaching Bugcrowd’s potential depends on the happiness of the employee.

Disclaimer:

This position has access to highly confidential, sensitive information relating to the technologies of Bugcrowd. It is essential that the applicant possess the requisite integrity to maintain the information in the strictest confidence.

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).

Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required bylaw.

Equal Employment Opportunity:

Bugcrowd is EOE, Disability/Age Employer.

Individuals seeking employment at Bugcrowd are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Apply at: https://www.bugcrowd.com/about/careers/