Overview: Your Purpose Gainsight Administrators play a crucial role in driving value for customers
across the lifecycle, thanks to the workflows they configure as a member of the
Customer Success Operations team.
Gainsight Administrators collaborate with cross-functional business teams to
develop customer success strategies and craft the associated business
requirements. They translate these requirements into technical designs that
they implement in Gainsight and, at times, integrated systems such as CRMs
like Salesforce, while adhering to systems administration best practices.
Gainsight Administrators then train team members and business partners to
use the workflows they?ve set up, teach users best practices, ensure successful
technical deployments on a recurring basis, and engage in daily problem
solving to ensure the team can use the system productively. Altogether, they
create and manage scalable processes and solutions on the Gainsight platform
to support business goals. A Gainsight Administrator position may be one component of a broader
Customer Success Operations role, or it may be a full-time position
What You?ll Do Day-to-day responsibilities fall into three categories: Solution Design
? Configure, deploy, and
administer the Gainsight
platform (system
configuration, reports,
dashboards, end-to-end
workflows, systems
integrations)
? Collaborate with
cross-functional end users to
gather business
requirements that impact
Gainsight and the CRM, and
configure the system to
meet those needs
(partnering with other
operations teams as needed)
? Collaborate with internal
teams to identify key
metrics, data sources, and
the frequency and
granularity of data feeds Business Processes
? Develop new business
processes in partnership
with Customer Success
leadership and
cross-functional teams
? Manage the rollout of
processes, including
thoughtful timing
? Design business rules that
analyze customer data and
trigger actions for the
Customer Success team to
engage with customers
? Help users to develop an
understanding of
contributors to customer
health, sources of customer
risk/churn, and positive
trends
? Manage mapping and
documentation of customer
success processes
Upkeep and Support
? Manage day-to-day support
of Gainsight users, including
fielding questions, ad-hoc
customizations, design and
implementation of core
functionality, workflow
adjustments, and user
administration, security, and
permissions
? Monitor system
performance, data integrity,
and user activity and
suggestions to make
recommendations, thus
establishing a process of
continuous improvement of
the Gainsight platform
? Maintain expertise in
Gainsight and other relevant
software by staying up to
date on new features, trends,
and related technologies
? Identify opportunities for
improvement of existing
tools and processes,
including adopting new
features in each Gainsight
major release
lf-driven, experiment-driven learning of unfamiliar systems/software
? Experience working in customer success, or equivalent understanding of key customer success
principles
? Demonstrated project management, business analysis, and problem-solving
? Experience working in cross-functional teams
? Self-starter, demonstrating leadership of owned projects
? Excellent written and verbal communication and presentation skills
? Strategic thinking and prioritization
? Problem solver with a systems mindset
Preferred Additional Experience & Skills
? Gainsight experience as end-user
? Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
? CRM administration experience or certification
? Customer-facing experience, especially as a Customer Success Manager
? Experience interacting with senior leadership and managers
? Experience in operations for customer success, sales, support, services, or marketing
? Experience in data analysis, business intelligence, and design of reports and dashboards
? Understanding of data structures, data modeling, and database management