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Business Systems Analyst - Gainsight
Posted on 6/9/2022
Remote • United States
Experience Level
Desired Skills
  • 3+ years of experience with the system design and configuration of Gainsight NXT
  • Knowledge of configuring playbooks, CTAs, reports and dashboards within Gainsight NXT
  • Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality
  • Proficiency in requirement gathering, writing well defined user stories and adding to our documentation repository
  • Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs. Familiar with industry standards, and curious about new applications and technologies
  • Technically savvy and preferably have experience with APIs, communications, enterprise software, and/or cross-channel systems
  • The estimated pay range for this role, based in Colorado, is $74,560 - $102,520
  • Non-Sales: Additionally, this role is eligible to participate in Twilio's equity plan
  • Be an Owner: Own administration functions within Gainsight including but not limited to user and security management, object customizations, process automations, fields/relationships, workflow rules, page layouts, validation rules, email templates, custom buttons and app installations, configurations and integrations
  • Live the spirit of Challenge : Design Gainsight dashboards, reports, and tools to enable customer journey tracking
  • Seek Progress over Perfection: Design, implement, and evolve Gainsight playbooks, calls to actions and other automations around C360 to improve customer outcomes, retention, expansion, renewals, and risk mitigation
  • Wear the Customers' Shoes : Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams
  • Think Long Term: Have empathy for our users' needs and help improve existing processes and innovate new processes utilizing Gainsight to improve client / customer experience
  • Earn Trust: Collaborate with other Business Analysts/ teams / functional groups to ensure cross functional alignment across Customer Success, Account Management and Technical Account Management
Desired Qualifications
  • Gainsight NXT Administrator Certification is preferred, Experience with administration of Salesforce, Cloud Coach or Zendesk is a plus
  • Hands-on experience working in a customer support or services organization with understanding of common business practices and customer engagement touchpoints for customer-facing roles
  • Excellent written and verbal communication skills. Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions

5,001-10,000 employees

Customer engagement platform & developer of communications APIs
Company mission
Twilio's mission is to fuel the future of communications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry to reinvent how companies engage with their customers.
  • Vacation: Twilio offers generous annual time off in all countries for you to enjoy.
  • Healthcare: We are dedicated to helping our employees live longer and healthier lives through comprehensive health programs.
  • Retirement: Twilio cares about your retirement! We offer programs to help our employees plan for their retirement needs.
  • Family leave: At Twilio we recognize the importance of family. We offer generous maternity, paternity, and adoption leaves, as well as family medical care leave.
  • Earn your stripes: Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e‑books for continued learning and education.
  • Catered meals: We provide a variety of snacks, drinks, and catered meals in each of our locations.
Company Values
  • Build a more‑connected world
  • Be great, do good, scale fast
  • The work of our lives