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BU Description

We are the Innovation Center of Excellence (iCOE) team that drives competitive advantage for BMC by enabling recurring revenue growth, customer centricity, operational efficiency and transformation through actionable insights, focused operational execution, and obsessive value realization

Job Description – Gainsight Admin

Pune

About You

• You like to develop, design, and deliver solutions that deliver sustained business value from our and associated solutions
• You enjoy working cross-functionally across Sales, Marketing, Operations, and IT organizations for supporting the customer success organization
• You’re a team player and believe in building synergies across BMC to create/continually evolve one integrated customer journey
• You like to innovate, and have an appetite for solving business problems, to continuously improve our quality of service
• You have a passion for development, and challenge yourself to learn new things
• You know how to have fun and connect with people

Key Responsibility/Role Expectation

• Supporting the Gainsight platform for customer success

• Proactively engage on continuous improvement efforts for automation, support and user adoption

• Collect and collate user feedback and take appropriate actions based on it.

Professional Experience

• 6+ years hands-on development experience on the Gainsight

• Configure and deploy Gainsight improvements (including system configuration, aiding with external integrations, reports, dashboards, workflows, and necessary training) in partnership with the business needs identified by the organization

• Serve as a frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems

• Develop process documentation and maintain Gainsight Guidelines wiki page

• Provide onboarding training and support for new users / user groups using the platform

• Establish and maintain repeatable process for integrating new business areas into the platform

• Design and lead a Gainsight Governance model to ensure awareness and alignment on strategic configuration changes, release notes, and introduction of new data sources

• Collaborate with senior leaders on the design of Gainsight-driven business rules that analyze customer data and trigger actions for the CVR team to proactively engage with customers

• Develop a keen understanding of the organization’s sources of risk, as well as positive trends, and effectively report on both

• Oversee activity, prioritization, and performance development of the Gainsight platform admins

• Serve as a conduit of information between CVR / Operations leadership and these admins to ensure awareness and alignment with strategy and vision

• Serve as contact point with Gainsight CSM, support and sales

• Assist with data collection and analysis, initiative tracking and updates, integration with SFDC & Analytics, and other Operations activities not specific to Gainsight