Gainsight Administrator

What You’ll Do:

• Participate in implementation of Gainsight, including data mapping, user acceptance testing, and creating training
• Design business rules that trigger actions for the Customer Success team to proactively engage with customers
• Create and manage Gainsight campaigns as needed
• Develop and generate reports to track key customer success metrics and provide insights for decision-making
• Collaborate with IT and relevant teams to integrate Gainsight with other organizational systems and tools
• Train and support internal users on Gainsight features and functionality to ensure effective adoption and usage
• Configure and maintain the Gainsight platform, including user management, permissions, and data integration
• Cross functional collaboration (e.g., Sales, Marketing, Product) to align Gainsight usage with business objectives
• Provide day-to-day end user support to all levels of the organization
• Generate and analyze reports and dashboards to provide insights into customer behavior, product usage, and team performance
• Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures

Desired Experience & Skills:

• BS/BA degree in relevant field (Business, Information Technology, etc.) 
• Prior experience with Gainsight or similar CSM platform highly preferred
• Strong understanding of customer success principles
• Ability to handle multiple projects with varying and shifting priorities required
• Previous Salesforce CRM experience is must
• Analytical mindset with the ability to derive insights from data
• Strong organizational, project and time management skills
• Excellence in providing end user support
• Clear communicator with excellent written, verbal, and listening skills