Gainsight Administrator

Job Description

• Participate in implementation of Gainsight, including data mapping, user acceptance testing, and creating training • Design business rules that trigger actions for the Customer Success team to proactively engage with customers • Create and manage Gainsight campaigns as needed • Develop and generate reports to track key customer success metrics and provide insights for decision-making • Collaborate with IT and relevant teams to integrate Gainsight with other organizational systems and tools • Train and support internal users on Gainsight features and functionality to ensure effective adoption and usage • Configure and maintain the Gainsight platform, including user management, permissions, and data integration • Cross functional collaboration (e.g., Sales, Marketing, Product) to align Gainsight usage with business objectives • Provide day-to-day end user support to all levels of the organization • Generate and analyze reports and dashboards to provide insights into customer behavior, product usage, and team performance • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures

Qualifications

• BS/BA degree in relevant field (Business, Information Technology, etc.) • Prior experience with Gainsight or similar CSM platform highly preferred • Strong understanding of customer success principles • Ability to handle multiple projects with varying and shifting priorities required • Previous Salesforce CRM experience is must • Analytical mindset with the ability to derive insights from data • Strong organizational, project and time management skills • Excellence in providing end user support • Clear communicator with excellent written, verbal, and listening skills

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service