Sr. Specialist II, Gainsight Administrator

Job Description:

Platform Administration & Optimization

• Serve as the primary administrator for system platforms, overseeing configuration, rule creation, CTAs, Playbooks, Success Plans, Surveys, Journey Orchestrator programs, and dashboards.
• Manage and optimize data integrations between system platforms, product usage data sources, and other operational platforms.
• Ensure overall platform scalability, data quality, and system performance, proactively identifying opportunities for enhancement.
• Maintain and enforce governance standards, documentation, and change-management processes.

Team Leadership

• Lead a team of three system administrators/analysts, setting priorities, distributing workload, and ensuring quality and timely delivery of all projects.
• Provide coaching, mentorship, performance feedback, and ongoing skill development for team members.
• Oversee sprint planning, backlog grooming, and project execution to align with organizational timelines and objectives.
• Promote a culture of operational excellence, accountability, and continuous improvement.

Stakeholder Collaboration

• Partner closely with functional teams, and Executive Leadership to understand business requirements and translate them into scalable system solutions.
• Act as a subject matter expert for platform capabilities, best practices, and strategic opportunities.
• Communicate roadmap updates, system changes, and key performance insights to stakeholders.

Reporting, Analytics & Insights

• Develop and maintain dashboards, reports, and health scores to provide actionable insights into customer engagement, risk, lifecycle progression, and retention.
• Ensure KPIs and customer data models are consistently defined and aligned across teams.
• Provide analysis and insights that support forecasting, account reviews, and operational planning.

Process Improvement & Program Management

• Drive improvements to the customer journey by implementing platform programs that enhance onboarding, adoption, engagement, and retention.
• Identify operational gaps and create scalable processes that streamline activities across your assigned functional organization.
• Monitor outcomes of system automations and programs, iterating to improve performance.

Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor's Degree.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 6-8 years of experience in platform administration.
• Demonstrated experience leading or mentoring a small technical or operational team.

Knowledge, Skills & Abilities:

• Knowledge of: Strong understanding of processes, lifecycle management, and modeling. Proficiency with system platforms, data integrations, and ETL workflows.
• Skill in: Excellent analytical, organizational, and project-management skills. Effective communication and leadership skills.
• Ability to: Translate business requirements into technical solutions and communicate effectively with both technical and non-technical stakeholders.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

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