Gainsight Administrator

About You

You have Gainsight administration experience, or are Gainsight Associate Administrator (Level 3) Certification.
You demonstrate an ability for rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
You have experience working in Customer Success or with a Customer Success team.
You enjoy solutioning the most complex problems, providing end to end management from requirements gathering, to development, to implementation and training.
You can juggle multiple priorities and are excited to work in an environment where change is constant.
You have the ability to think big, creating systems, processes and tools that will help us build for global scale.
You are highly analytical.
You can see the big picture, identify and communicate trends, opportunities and gaps. You can also zoom-in to provide tactical recommendations.
You love being part of a team,are dedicated to the mission and, like to have fun along the way.

In this job, you will bring these skills

3 years of Gainsight administration experience, or Gainsight Associate Administrator (Level 3) Certification
Experience administering Salesforce Service Cloud including knowledge base, declarative development, omni-channel routing, dashboard and reporting. Development experience is a plus.
Experience working with Customer Success in a post sales capacity supporting the team as they lead deployment, delivery, support, renewal management
An ability to project manage: think through complex problems, provide recommendations, build out requirements, then execute and deploy changes.
Experience managing Professional Services software like TaskRay, Asana, Smartsheets, etc.
Understanding of data structures, data modeling, and database management.
Detail oriented, self-motivated, with a desire to learn.
Proactive mindset, willing to see something that needs to be done and being part of the solution.
Strong verbal communication skills and attention to detail.
A commitment to using good judgment when recommending or deploying data practices, process improvements and tooling solutions.
Good work ethic and experience working as part of a team.

Role Responsibilities + Deliverables

Deploy and maintain Gainsight to aid CS team and automate customer engagement, set and achieve on tool and business milestones, track product metrics such as adoption and customer sentiment.
Monitor system performance, data integrity, and user activity then make recommendations for continuous improvement.
Assist in design and development of journey orchestrations per customer segment.
Perform day-to-day administration, configuration and troubleshooting of CS Management platform environment.
Design/improve CS Management Dashboards and Reports to meet end-user requirements and surface actionable insights.
Serve as Subject Matter Expert for the Gainsight integration with Salesforce, ensuring that each system’s primary purpose and integrity is maintained (Salesforce is system of record for business).
Implement Salesforce configuration changes including (but not limited to): Flow, field creation, page layouts, permission sets, custom settings, dashboards and reports.
Maintain data hygiene and perform data admin actions (e.g. duplicate merging, ownership changes, record alignments & migrations, scrubbing, etc).
Map Customer Success tools to the customer journey to ensure an efficient and effective delivery of an ideal customer experience.
Upgrade and install new integrations into Salesforce in collaboration with business stakeholders and Sales Operations.
Establish checks and balances to ensure maintenance of key business processes while also adjusting flows and automation per new business requirements.
Develop a portfolio of data quality objectives and ongoing management.

Originally posted on Himalayas

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