Technology Strategist and Administrator

Job Description:

Vertex Inc. is a dynamic and innovative organization dedicated to leveraging technology to drive business success. We are seeking a skilled Technology Administrator to join our team and ensure the smooth operation of Customer Success and Customer Experience motions. The primary technology that the Technology Administrators will be responsible for in the short term is Gainsight. This role will be responsible for managing and configuring the Gainsight platform to support our customer success and customer experience strategies.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Strategic Road-mapping: Develop and maintain a strategic roadmap for Gainsight, outlining future enhancements and integrations to support business growth.
• Technology Growth: Identify and implement opportunities for expanding the use of Gainsight, including new features, modules, and integrations to drive customer success and business objectives.
• Platform Management: Administer and configure Gainsight to meet business requirements, including setting up workflows, surveys, processes, and rules.
• Data Integration: Ensure seamless integration of Gainsight with other systems (e.g., CRM, support tools) to maintain data accuracy and consistency.
• Reporting and Analytics: Develop and maintain reports and dashboards to provide insights into customer health and success metrics.
• User Support: Provide training and support to Gainsight users, addressing any issues or questions they may have.
• Process Improvement: Identify opportunities to enhance customer success processes and implement best practices using Gainsight.
• Documentation: Maintain comprehensive documentation of Gainsight configurations, processes, and procedures.
• Collaboration: Work closely with cross-functional teams to implement strategies to address business goals.

KNOWLEDGE, SKILLS, AND ABILITIES:

Education:

• Bachelor's degree in Information Technology, Business Administration, or related field.

Experience:

• Minimum of 10 years of experience in a technical role.

Skills:

• Excellent problem-solving and troubleshooting abilities.
• Effective communication and training skills.
• Ability to work collaboratively with cross-functional teams.
• Ability to thrive in a dynamically changing work environment.
• Ability to work effectively both independently and as part of a team.
• Ability to develop lasting partnerships with internal and external business partners.
• Strong project management skills, attention to detail, and organization.
• Intellectual curiosity and the desire to build new skillsets.
• Confident communication skills and inclination to build collaborative working relationships with executives across the firm.
• Action orientation, willingness to take the initiative, and a desire to roll up sleeves and dig into the depths of the business.
• A commitment to constant self-improvement and a willingness to be coached.
• Grace under pressure and a positive attitude.
• Contribute to a positive team culture that values high performance, transparency, and work-life integration.

OTHER QUALIFICATIONS:

• The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.
• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.
• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.