Job Description

Essential Duties and Responsibilities

• Technical administrator for our CS Platform - Manage day-to-day support of our CS Platform users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions.
• Use the rules engine and data designer to find creative solutions to business challenges with regards to improving CSM workflow and work prioritisation (driving time saving efficiency and improved GRR)
• Oversee the build of customer tailored email journeys based on the available CRM systems data and monitor email campaign success rates creating custom reports and dashboards.
• Monitor system performance, data integrity, and user activity and suggestions, thus establishing a process of continuous improvement of the CS platform.
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies.
• Document your process and best practice and identify areas for improvement.
• Liaison with the Salesforce systems team and Data Ops to ensure data flow across systems.

• Bachelor\'s degree required. In lieu of degree, will accept 4-5 years of experience.
• Experience working with CRM systems in SaaS business or level 3 Gainsight admin certification.
• Experience in Customer Success, CS Operations or Product Marketing role.
• Experience with CRM systems (Salesforce or Gainsight), with knowledge in technical administration

Cision