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Gainsight System Administrator
Accronic
posted 4mon ago
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Job Description
Gainsight Administrator plays a crucial role in driving value for partners across the lifecycle, thanks to the workflows they configure as a member of the Operational Excellence for Partner Success team. Gainsight Administrator collaborates with cross-functional business teams to develop partner success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as Salesforce, while adhering to systems administration best practices. Gainsight Administrator then trains team members and business partners to use the workflows they ve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals.
WHAT you'll DO
Solution Design
- Configure, deploy, and administer the 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 Salesforce, 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 new business processes in partnership with Partner Success leadership and cross-functional teams
- Manage the rollout of processes, including thoughtful timing
- Design business rules that analyze partner data and trigger actions for the Partner Success team to engage with partners
- Help users to develop an understanding of contributors to partners health, sources of partner risk/churn, and positive trends
- Manage mapping and documentation of partner 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, 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
WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)
- bachelors degree, or equivalent experience in a relevant field (eg, customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
- Experience as end-user of a CRM (preferably Salesforce), customer support system, or marketing automation system
- Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
- Experience working in customer/partner success, or equivalent understanding of key customer/partner 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
- Strategic thinking and prioritization
- Problem solver with a systems mindset Preferred
- Gainsight experience as end-user
- Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
- CRM administration experience or certification
- Partner/Customer-facing experience, especially as a Partner/Customer Success Manager
- Experience interacting with senior leadership and managers
- Experience in operations for partner/customer success, sales, support, services, or marketing
- Experience in data analysis, business intelligence, and design of reports and dashboards
- Understanding of data structures, data modeling, and database management
Employment Type: Full Time, Permanent
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