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.
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