Senior Gainsight Administrator

The Sales Technology Team at MSCI plays a critical role enabling internal teams to manage and execute business processes across the Opportunity to Order value chain (Opportunity pipeline management and Contract Lifecycle Management), supporting Client Services processes as well as Order to Cash processes (integrations with ERP).

We are seeking a strong Gainsight administrator to join our Sales Tech organization to support our Client Services clients globally in the rollout, support, administration, and enhancing the Gainsight platform. The Sales Tech organization is responsible for supporting all Coverage teams in designing, developing, testing, and deploying capabilities to meet and deliver on Coverage's strategic needs. This role will support the delivery of a key capability for Client Services as part of the scaling Client Services program. 

• 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 development teams as needed)
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
• Develop new business processes in partnership with the Client Services leadership and cross-functional teams
• 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
• Manage mapping and documentation of customer success processes
• 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 such as Salesforce 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

• Bachelor’s degree in computer science, Engineering, or a related field, or equivalent work experience.
• 5+ years of experience as a Gainsight administrator preferably with certification in Gainsight Associate Administrator (Level 1)
• Strong analytical and problem-solving skills, with a keen attention to detail and quality.
• Self-motivated, proactive, and adaptable, with a willingness to learn new skills and technologies.
• High sense of responsibility and ownership.
• Excellent time management skills and ability to prioritize multiple in-progress projects while keeping all projects on track.
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modeling, and database management

What we offer you

• Transparent compensation schemes and comprehensive employee benefits, tailored to your location, ensuring your financial security, health, and overall wellbeing.

• Flexible working arrangements, advanced technology, and collaborative workspaces.

• A culture of high performance and innovation where we experiment with new ideas and take responsibility for achieving results.

• A global network of talented colleagues, who inspire, support, and share their expertise to innovate and deliver for our clients.

• Global Orientation program to kickstart your journey, followed by access to our Learning@MSCI platform, LinkedIn Learning Pro and tailored learning opportunities for ongoing skills development.

• Multi-directional career paths that offer professional growth and development through new challenges, internal mobility and expanded roles.

• We actively nurture an environment that builds a sense of inclusion belonging and connection, including eight Employee Resource Groups. All Abilities, Asian Support Network, Black Leadership Network, Climate Action Network, Hola! MSCI, Pride & Allies, Women in Tech, and Women’s Leadership Forum.

At MSCI we are passionate about what we do, and we are inspired by our purpose – to power better investment decisions. You’ll be part of an industry-leading network of creative, curious, and entrepreneurial pioneers. This is a space where you can challenge yourself, set new standards and perform beyond expectations for yourself, our clients, and our industry.

MSCI is a leading provider of critical decision support tools and services for the global investment community. With over 50 years of expertise in research, data, and technology, we power better investment decisions by enabling clients to understand and analyze key drivers of risk and return and confidently build more effective portfolios. We create industry-leading research-enhanced solutions that clients use to gain insight into and improve transparency across the investment process.

MSCI Inc. is an equal opportunity employer committed to diversifying its workforce. It is the policy of the firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected parental leave), veteran status, or any other characteristic protected by law. MSCI is also committed to working with and providing reasonable accommodations to individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the application process, please email Disability.Assistance@msci.com and indicate the specifics of the assistance needed. Please note, this e-mail is intended only for individuals who are requesting a reasonable workplace accommodation; it is not intended for other inquiries.

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