Job Description

This role will be based in New York City, San Francisco, or Sunnyvale.

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.

The Senior Gainsight Administrator will play a pivotal role in the seamless and efficient execution of our customer success strategies within the Gainsight ecosystem. This role is a unique opportunity to shape the future of LinkedIn’s Customer Success organization by enabling use of the platform to help drive efficiencies and improve customer value delivery.  The role also offers an opportunity for cross-functional collaboration, as this individual will play an important role connecting business process requirements to technical solutions as part of managing Gainsight Administration for the CS org. 

Key Responsibilities:

Gainsight Management and Optimization:

• Be the primary owner for Gainsight for LinkedIn’s Customer Success org.

• Partner with engineering teams to implement, maintain, and refine Gainsight configurations, including Rules, Data Designer, Journey Orchestrator, and User/Data Management, aligning with customer success goals.

• Collaborate with business teams to gather requirements and implement solutions for their needs, focusing on seamless module integration.

• Develop and implement scalable processes, including playbooks and calls to action.

• Troubleshoot and fix issues within the Gainsight environment promptly and effectively.

Data and Reporting:

• Design, build, and maintain insightful and actionable dashboards tailored to various business needs.

• Maintain data quality within Gainsight, in collaboration with the backend data foundations teams, adhering to data management best practices and ensuring system integrity.

• Integrate Gainsight with other systems and databases to ensure seamless data flow and accuracy.

• Address and solve system and data issues in collaboration with various teams, maintaining optimal system performance.

• Design, measure, and monitor usage and adoption metrics for continuous improvement. 

Innovation and Efficiency:

• Plan, design, and implement Gainsight solutions that align with business objectives and improve customer success processes.

• Lead or support initiatives to boost efficiency, effectiveness, and enhance the customer journey.

• Determine significant contributors to overall customer health and configure customer health scores.

• Maintain detailed documentation of all configurations, customizations, and processes to ensure knowledge transfer and compliance. Prepare and curate end-user documentation and training.

Support and Scalability:

• Offer advanced Gainsight support, handling tasks, bugs, and user testing as necessary.

• Work closely with cross-functional teams to understand their needs and translate them into Gainsight functionalities.

• Configure and customize Gainsight front end to meet the evolving requirements of the business.

Qualifications

Basic Qualifications:

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics).

• 5+ years of experience in a technology/software company in Operations or IT, preferably as an admin.

• 3+ years of experience in a Gainsight administration or similar role.

• Certified as a Gainsight Admin with hands-on experience in configuring Gainsight’s capabilities.

• Experience with Microsoft Dynamics Administration.

Preferred Qualifications:

• Strong understanding of Rules Engine, Journey Orchestrator, Customer Objects, and Customer Health design.

• Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data.

• Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary.

• Experience with project management and agile methodologies.

• Proven success designing and building technical solutions, including creation of technical documentation.CRM administration experience or certification.

• Experience interacting with senior leadership and managers.

• Experience in data analysis, business intelligence, and design of reports and dashboards.

• Understanding of data structures, data modeling, and database management.

• Gainsight Level 2 Reports & Dashboards certification.

• Gainsight Level 2 Journey Orchestrator & Surveys certification.

• Familiarity with CRM tools (Dynamics, Salesforce, HubSpot, etc.) and CPQ data structures and their integration with Gainsight.

• Proven ability in software troubleshooting and problem-solving.

• Experience working in a dynamic, fast-paced startup environment.

• Advanced knowledge of Gainsight best practices and the ability to recommend innovative solutions.

• Gainsight NXT Admin Certificate.

Suggested Skills:

• Gainsight

• SQL 

• Project Management

• Communications 

LinkedIn is committed to fair and equitable compensation practices.    

The pay range for this role is $96,000 - $156,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.    

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.