abnormalsecurity Remote - USA Full-time 2024-04-10

About You

  • You have Gainsight administration experience, or are Gainsight Associate Administrator (Level 3) Certification.
  • You demonstrate an ability for rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
  • You have experience working in Customer Success or with a Customer Success team.
  • You enjoy solutioning the most complex problems, providing end to end management from requirements gathering, to development, to implementation and training.
  • You can juggle multiple priorities and are excited to work in an environment where change is constant.
  • You have the ability to think big, creating systems, processes and tools that will help us build for global scale.
  • You are highly analytical. 
  • You can see the big picture, identify and communicate trends, opportunities and gaps. You can also zoom-in to provide tactical recommendations.
  • You love being part of a team,are dedicated to the mission and, like to have fun along the way.

In this job, you will bring these skills

  • 3 years of Gainsight administration experience, or Gainsight Associate Administrator (Level 3) Certification
  • Experience administering Salesforce Service Cloud including knowledge base,  declarative development, omni-channel routing, dashboard and reporting.  Development experience is a plus.
  • Experience working with Customer Success in a post sales capacity supporting the team as they lead deployment, delivery, support, renewal management
  • An ability to project manage: think through complex problems, provide recommendations, build out requirements, then execute and deploy changes.
  • Experience managing Professional Services software like TaskRay, Asana, Smartsheets, etc.
  • Understanding of data structures, data modeling, and database management.
  • Detail oriented, self-motivated, with a desire to learn.
  • Proactive mindset, willing to see something that needs to be done and being part of the solution.
  • Strong verbal communication skills and attention to detail.
  • A commitment to using good judgment when recommending or deploying data practices, process improvements and tooling solutions.
  • Good work ethic and experience working as part of a team.

Role Responsibilities + Deliverables

  • Deploy and maintain Gainsight to aid CS team and automate customer engagement, set and achieve on tool and business milestones, track product metrics such as adoption and customer sentiment.
  • Monitor system performance, data integrity, and user activity then make recommendations for continuous improvement.
  • Assist in design and development of journey orchestrations per customer segment.
  • Perform day-to-day administration, configuration and troubleshooting of CS Management platform environment.
  • Design/improve CS Management Dashboards and Reports to meet end-user requirements and surface actionable insights.
  • Serve as Subject Matter Expert for the Gainsight integration with Salesforce, ensuring that each system’s primary purpose and integrity is maintained (Salesforce is system of record for business).
  • Implement Salesforce configuration changes including (but not limited to): Flow, field creation, page layouts, permission sets, custom settings, dashboards and reports.
  • Maintain data hygiene and perform data admin actions (e.g. duplicate merging, ownership changes, record alignments & migrations, scrubbing, etc).
  • Map Customer Success tools to the customer journey to ensure an efficient and effective delivery of an ideal customer experience.
  • Upgrade and install new integrations into Salesforce in collaboration with business stakeholders and Sales Operations. 
  • Establish checks and balances to ensure maintenance of key business processes while also adjusting flows and automation per new business requirements.
  • Develop a portfolio of data quality objectives and ongoing management.