Gainsight Administrator / Client Success Operations Analyst

Why MMIT? At MMIT (https://www.mmitnetwork.com/), we provide our healthcare clients with a transparent, structured view of complex drug coverage information. We are a company that values:

·            Collaborative teams focused on meeting goals and delivering value

·            Continuous learning and opportunity to grow

We answer the “what” and the “why” related to drug coverage and reimbursement, leveraging technology, research and industry experts to make sense of how and why specific pharmaceutical drugs are covered. Physicians and pharmacies use our data and applications to understand what drugs are available to patients and how they are covered by health plans. Pharmaceutical manufacturers trust our data to understand how their drug and competitive drugs are covered, which helps forecast performance and tune strategy.

The Client Success Ops Analyst will 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 within MMIT. This role will focus primarily on leading the technical and administrative responsibilities for MMIT’s Gainsight Client Success instance, as well as managing operational workstreams across the Client Success department.  The role will regularly collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They then translate these requirements into technical designs that they implement in MMIT’s Commercial Systems and workflows (mostly Gainsight and, at times, integrated systems such as CRMs like Salesforce). Altogether, they create and manage processes and solutions to support business goals.

An ideal candidate will be a “jack of all trades” who can support a variety of strategic and operational projects and programs. This role will be broken down into 3 areas:

Implementation  

• Provide project management and administration of Gainsight implementations; participates in sprint planning and design reviews

• Provide and manage Reporting dashboards using insights from Salesforce, Jira, PX and CS
• Design and implement Customer Success Plans, Prescriptive Playbooks and data-driven alerts within Gainsight
• Design the end to end workflows in SFDC and Gainsight, leveraging connectors 2.0 and Rules Engine
• Works with application teams to drive system configuration, development and enhancements
• Continue to identify opportunities to optimize MMIT’s 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 and implement new business processes in partnership with Customer Success leadership and cross-functional teams , including thoughtful timing

• 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, facilitate training initiatives needed to support
• 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, customer alignments and merge process, 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

Operations 

• Maintain Gainsight customer success programs inclusive of:  Scorecards, Playbooks, Success Plan NPS and Journey Orchestrator
• Work directly with CSMs to understand the business processes and needs of the organization
• Collaborate cross-functionally with major stakeholders in the Commercial organization.
• Provide project / program management for internal Client Success projects and manage day-to-day CS operations (e.g., reporting and analysis) as well as acting “internal consultant” for leadership to align on goals and execution

• Define and document key processes
• Drive renewals, gross retention, and risk forecasting processes
• Complete data analysis with large data sets to gather insights required to make key business decisions, such as renewal data, product adoption metrics, and others.
• Develop internal training materials and process documentation

Qualifications

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
• Experience as end-user of a CRM, customer support system, or marketing automation system Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
• Experience in data analysis, business intelligence, and design of reports and dashboards

• Experience working in customer success, or equivalent understanding of key customer success principles OR could replace with “Experience in mangaging the Customer/IT relationship with varous customer group
• 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 Experience & Skills  

• CRM administration experience or certification
• Experience in preparing preliminary project documentation, translation of business objectives and requirements into functional system inputs/outputs
• 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
• Understanding of data structures, data modeling, and database management; Customer Data Model/360