Job Description

:We are a leading global software company that has the resources of a large company and the energy of a software startup. Our products help other companies design and test everything from jet engines to bicycle helmets for children and beyond: We offer computer-aided design (CAD), 3D modeling and simulation in on-premise installations, cloud platforms, hybrid installations, and more.We cheer each other on and have fun while working on a world-class software portfolio. Our culture encourages growth, welcomes fresh perspectives, and focuses on collaboration to come up with creative solutions. At Siemens, our goal is work hard so our people, our business, and our customers achieve their full potential.Siemens Digital Industries Software (DI SW) is on a mission to reinvent the way applications are created. By enabling everyone who has a stake in a company\xe2\x80\x99s digital future to participate in this reinvention, we can create better applications faster. We exist to create the future of software development so innovative global manufacturers can design better products and get them to market faster.General Summary of the Job:The Customer Success team is growing, and we\xe2\x80\x99re looking for a Gainsight Administrator to help the team learn how to use Gainsight to its fullest potential.The Gainsight Administrator will be a key member of the Strategy & Operations team within Customer Success, and they will work to create workflows for our Customer Success Managers (CSMs) and drive value for our customers across the lifecycle.The person in this role must be a strategic, collaborative problem solver who can quickly identify business needs and find ways to move forward quickly and effectively. They take business requirements and translate them into technical designs they implement in Gainsight. At times, they will work with additional teams to integrate systems such as Salesforce, a variety of dashboards, and more, and they do so while adhering to systems administration standard methodologies.Among their most important duties is to train team members and business partners to use the workflows the Admin created in Gainsight, teach all users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem-solving so the team uses the system productively.In their role as Gainsight Administrator and within the Strategy & Operations team, this person creates and handle scalable processes and solutions, with their focus being on the Gainsight platform and how its use can drive success within the organization.The Customer Success Organization at Siemens DI SW supports software products that are offered on a subscription basis. The Customer Success Organization directly impacts renewal rates and helps Siemens DI SW grow its profit margins and expand its market share.Essential Functions:

• Solution design
• Configure, deploy, and administer the Gainsight platform, which includes system configuration, reporting, dashboards, end-to-end workflows, and systems integrations
• Collaborate with cross-functional end users, both within Customer Success and outside, to gather business requirements that impact Gainsight and other tools, and configure the system to meet those needs. This includes 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 Strategy & Operations, Customer Success leadership, and cross-functional teams
• Manage the rollout of processes, including thoughtful timing and a focus on business outcomes
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
• Help users develop an understanding of the different 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. Use this information 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

Skills and Abilities Required and Preferred:

• Required experience and skills
• Experience as end-user of a CRM, customer support system, or marketing automation system
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems and software
• Demonstrated project management, business analysis, and problem-solving skills \xe2\x80\x94 PMP Certification a plus
• Experience working in cross-functional, global teams
• Self-starter, demonstrating leadership of owned projects and a focus on timeliness
• Excellent written and verbal communication and presentation skills
• Strategic thinking and prioritization
• Problem solver with a systems mindset
• Preferred additional experience and skills
• CRM administration experience or certification \xe2\x80\x94 Salesforce preferred
• Customer-facing experience, especially as a Customer Success Manager
• Experience interacting with and presenting to 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

Education and Experience Requirement:

• Bachelor\xe2\x80\x99s degree
• Experience working in customer success, or equivalent understanding of key customer success principles
• Experience in a relevant field, such as customer success, operations, business analysis, data analytics, database administration, computer science, data analytics
• Experience as a Gainsight end-user
• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification

Working Conditions/Physical Requirements:

• Ability to travel
• This position is a hybrid position including work in a Siemens office

Why us?Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you\'d expect from a world leader in industrial software.A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We\'re dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!Siemens Software. Transform the EverydayThe salary range for this position is $101,200 to $182,200 and this role is eligible to earn incentive compensation. The actual compensation offered is based on the successful candidate\xe2\x80\x99s work location as well as additional factors, including job-related skills, experience, and relevant education/training. Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: . In addition, this position is eligible for time off in accordance with Company policies, including paid sick leave, paid parental leave, PTO (for non-exempt employees) or non-accrued flexible vacation (for exempt employees).#li-plm#LI-HYBRID

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