Gainsight

net2source
US - California - Fullerton
November 10, 2024
IT

Job Title:
Gainsight Administrator

Work Location :
Santa Clara, CA

Work Schedule:
6+ Months

Gainsight Administrators play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as a member of the Customer Success Operations team.Gainsight Administrators collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices. Gainsight Administrators then train team members and business partners to use the workflows theyve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem

solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals.

Day-to-day responsibilities fall into three categories:

Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)
Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
Business Processes
Develop new business processes in partnership with Customer Success leadership and cross-functional teams
Manage the rollout of processes, including thoughtful timing
Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
Manage mapping and documentation of customer success processes

Upkeep and Support

Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

Required Experience & Skills

Bachelors degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
At least 2 years relevant experience
Gainsight experience as end-user
Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
Experience working in customer success, or equivalent understanding of key customer success principles
Demonstrated project management, business analysis, and problem-solving
Experience working in cross-functional teams
Self-starter, demonstrating leadership of owned projects
Excellent written and verbal communication and presentation skills
Strategic thinking and prioritization
Problem solver with a systems mindset

Preferred Additional Experience & Skills

CRM administration experience or certification
Customer-facing experience, especially as a Customer Success Manager
Experience interacting with senior leadership and managers
Experience in operations for customer success, sales, support, services, or marketing
Experience in data analysis, business intelligence, and design of reports and dashboards
Understanding of data structures, data modeling, and database management

Read the full job description and apply online on the recuiter's web-site

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