Job Description

Job Title: Gainsight Administrator

Work Location (Onsite, Hybrid, Remote): Santa Clara, CA; able to be onsite 3x per week (willing to consider remote)

Duration: 6+ months (High potential of extension depending on performance and team fit)

Top 5 focus requirements:

Gainsight experience as end-user

Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification

Experience as end-user of a CRM, customer support system, or marketing automation system

Experience working in customer success, or equivalent understanding of key customer success principles

Demonstrated project management, business analysis, and problem-solving
Job Description:

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 they’ve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problems 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:

Solution Design: 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

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

Experience:

Bachelor’s 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
Team:

Team supports the Customer Success Org specifically the Evergreen product subscription team

Job Tags

Remote job,

Similar Jobs

ECHN

Registered Nurse â€“ Admissions Job at ECHN

.... # COMPETENCIES # Able to communicate effectively in English # both verbally and in writing Basic computer skills, including Microsoft Office Suite, are necessary Interpersonal skills necessary to effectively communicate with patients, families, and health care team members...

Advantage Sales and Marketing

Part Time Product Demonstrator in Costco Job at Advantage Sales and Marketing

Minimum: Maximum: We want you to help us shape the future of shopping experiences and deliver on our purpose of connecting people with the products and experiences that enrich their lives. Joining Advantage Solutions means joining a network of 65,000 teammates serving...

Pursell Southern Inc

Electrician Job at Pursell Southern Inc

...Job Summary We are seeking a skilled Electrician to join our team! You will be... ...control equipment, as well as training apprentices on the job. If you are a Journeyman Electrician... ...Electrician License Previous experience as an Electrician is preferred Valid...

Latch

Customer Support Specialist Job at Latch

...topics for customers A minimum of 2 years of customer/hardware/software support or a similar role Experience with Zendesk, Salesforce and/or other tools. Excellent oral and written communication skills. Very comfortable on the phone and breaking down complex...

Orchard Street Hotel Management, LLC

Housekeeping Manager Job at Orchard Street Hotel Management, LLC

...Job Description Job Description Nine Orchard Hotel Housekeeping Manager DEPARTMENT: Housekeeping REPORTS TO: Director of Housekeeping SUMMARY: Effectively assists the Director of Housekeeping in the managing of Housekeeping operations in reference...

TalentBurst | Gainsight Administrator CA | santa clara, ca Job at TalentBurst, Santa Clara, CA

QU5CU0J3bWVSL2pzVVVJRkpHTGtVZ08zL0E9PQ==