Job Description

Company DescriptionWhen youre one of us, you get to run with the best. For decades, weve been helping marketers from the worlds top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilons best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon India is now Great Place to Work-Certified. Epsilon has also been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit or our page.About the roleAs a Gainsight Admin you will play a crucial role in driving value for customers across the lifecycle, thanks to the workflows you will configure as a member of the Customer Success Operations team. You will assist in translating business requirements into technical designs that can be implemented in Gainsight and integrated systems such as ServiceNow, CRMs like Salesforce, while adhering to systems administration best practices.What Youll Do:Solution Design

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
• Configure (Data Designer, Journey Orchestration, Rules Engine) and maintain custom objects, record types, fields, page layouts, formulas, data validation rules, custom workflows, approval processes, installed packages, etc.
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

Business Processes

• Develop new business processes and assist in rolling them out in partnership with Customer Success leadership and cross-functional teams
• Design business rules that analyse 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

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
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

QualificationsWhat Youll BringRequired Experience & Skills

• Bachelors degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
• Certified Gainsight NXT Admin, 5-8 years of Gainsight administration experience
• In depth knowledge of standard Gainsight functionality such as: Success Plans, Playbooks, Call To Action, Customer 360, Customer Scorecard.
• Demonstrate good communication, analytical and problem-solving skills to help identify, communicate, and resolve system issues to maximize the benefit of Gainsight.
• 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

Preferred Additional Experience & Skills

• Gainsight experience as end-user
• Gainsight Administrator (Level 2) Certification or above
• CRM administration experience or certification
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modelling, and database management

Additional InformationEpsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.

Epsilon