Gainsight System Administrator
As a member of the Customer Excellence Operations team, the System Administrator will be responsible for the architecture and configuration of our Gainsight NXT Customer Success platform.
Collaborate cross-functionally with stakeholders and SMEs from Customer Success, IT and other organizations to align on business requirements and translate them into feature enhancements within Gainsight that will drive improved productivity for our Customer Success team and a world-class customer experience at scale.
Assist with system administration tasks for other tools or systems leveraged by the Customer Excellence team, as needed
What You'll Do
Coordinate internally to help identify the sources, metrics, frequency, and granularity of the data needed for Gainsight.
Work with IT to understand upcoming Salesforce enhancements that may impact our integration with Gainsight so we can plan updates accordingly
Partner with cross functional departments to learn business needs and how they may impact Gainsight and Salesforce.
Respond to tickets for bugs reported by the Customer Success team and interface with Gainsight support to resolve them.
Partner with Customer Excellence leadership to develop our Gainsight enhancement roadmap, determining timelines for updates based on level of effort and balancing work based on strategic priorities.
Oversee our master system enhancement roadmap which may involve not only Gainsight but other updates to Salesforce or other tools.
Help drive adoption of the Gainsight platform by supporting the Customer Success team when they have questions and by providing resources.
Help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects customer data.
Design business rules that analyze our customer data, and trigger actions for the Customer Success team to proactively engage with customers
Refresh our Amazon S3 bucket with updated data and work with IT on approaches that will enable us to automate the flow of data from additional sources.
Manage user accounts, groups and security settings in Gainsight.
Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
Monitor system performance, data integrity, and user activity to make recommendations for continuous improvement.
Helps prepare the Customer Success team to roll out additional processes or functionality in Gainsight.
Provides day-to-day end user support to all levels of the organization
Assist with suggesting Salesforce enhancements that will help to optimize internal Customer Excellence team data entry.
Create business requirements for Salesforce enhancements and align with corporate IT to implement them.
Create customer surveys in Gainsight as well as support internal surveys using other survey platforms.
Validate the accuracy of our data in Gainsight by testing and running reports that compare calculated values from Gainsight with Salesforce reports.
Maintain awareness of the Gainsight release schedule and communicate updates to stakeholders within the Customer Excellence team.
Who You Are
-2+ years of Salesforce.com configuration and administration experience
Strong Salesforce user with administrative, configuration and reporting skills
-Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
-Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
-Understanding of Customer Success
-Clear communicator with excellent written, verbal, and listening skills
-Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
-Project management and task organization skills
-Takes high degree of ownership over their work
-Confidence in advocating for best practices