About the Role
As a Gainsight Administrator, you have knowledge of the benefits, limitations and configuration of Gainsight and are responsible for supporting the related business processes. You have worked with stakeholders across one or more organizations to identify problems and have worked as part of a team implementing solutions to better the company and the system. You are a solution-driven rockstar always focused on delivering consistent value to your users. While you have a pragmatic approach toward building solutions, you are eager to learn new ways of doing things, new technologies and new approaches.
Responsibilities
Perform day-to-day administration, configuration and troubleshooting of our Gainsight environment
Provide technical and functional support to users of Gainsight and related applications
Key player in enabling the Digital First customer success team strategy
Support customer success team in presenting solutions to meet stakeholder requirements
Design/improve Gainsight Dashboards and Reports to meet end-user requirement
Create Gainsight flows to automate business processes and improve data quality within the Gainsight environment
Collaborate with team on providing everyday end-user support (via slack and development of internal support tool)
Log and track identified system problems through resolution
Work in an agile and dynamic environment to facilitate timely responses to changing project requirements.
Performs, upgrades and completes system maintenance
Prioritize developing skills related to Gainsight administration
Optimize workflows within Gainsight as it relates to customer health scorecards and monthly NPS distribution
Support other technology-enabled initiatives across the customer team
Requirements
Bachelor’s degree required, ideally in a computer/systems-related field
Two (2) years of Gainsight or Salesforce configuration and administration preferred, but not required
Strong Salesforce user, administrative, configuration, dashboard, and reporting skills
Salesforce Lightning experience preferred, but not required
Previous Gainsight experience preferred
Previous Sales Operations or Business Operations, or Customer Success/Account Management experience with an affinity for technology, data, and process would be beneficial
Understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
Experience in building custom reports and thinking analytical about what needs to be measured
Familiarity with reviewing and understanding data used to build dashboards and reports
Understanding of Customer Success/Client Services
Excellent critical thinking skills; able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Project management and task organization skill
Excellence in providing end user support
Clear communicator with excellent written, verbal, and listening skill
Proven ability to work cross-functionally to understand business requirements and translate them to effective use of application
Confidence in advocating for best practice
High degree of resiliency and accountability
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