Vacancy expired!
MW Partners is currently seeking a Gainsight Administrator to work for our client who is a global leader in multimedia and creativity software products.
Responsibilities and duties:
Throughout all phases, the Admin owns their instance of Gainsight.
Implementation
Responsible for the architecture and configuration of their environment
Coordinate internally to help identify the sources, metrics, frequency, and granularity of their data
Configure and deploy Gainsight and Salesforce to internal customers (including system configuration,
external integrations, reports, dashboards and workflows)
Business Processes
Partner with cross functional departments to learn business needs and how it may impact Gainsight and
Salesforce
Identify which processes to rollout and when
Support business strategy development for the services teams and manage mapping, documenting and
implementing CS processes
Help determine the most significant contributors to overall customer health, and learn how to configure a
customer health scorecard that reflects your customer data.
Develop a keen understanding of your organization’s sources of risk (of churn) as well as positive
trends.
Design business rules that analyze your customer data, and trigger actions for the customer success
team to proactively engage with customers
Maintenance and Support
Manage user accounts, groups and security settings in Gainsight and Salesforce
Make recommendations to improve efficiencies through development and adoption of best practices and
standardized procedures
Monitor system performance, data integrity, and user activity to make recommendations on continuous
improvements
Helps prepare the Customer Success team to roll out additional processes or functionality.
Provides day-to-day end user support to all levels of the organization
Requirements:
BS or BA required
Takes high degree of ownership over their work
Business-Specific
Understanding of Customer Success
Clear communicator with excellent written, verbal, and listening skills
Proven ability to work cross-functionally to understand business requirements and translate them to
effective use of applications
Confidence in advocating for best practices
Application/Technical
Recommended one (1) year of Salesforce.com configuration and administration
Strong Salesforce user, administrative, configuration and reporting skills
Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable
components and think through optimal solutions
Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
Helpful Background:
• Previous Gainsight experience
• Previous sales operations or a business operations role
• Customer Success or Account Manager with an affinity for technology, data and process
• Familiar with reviewing and understanding data used to build dashboards and reports
• Project management and task organization skills
• Excellence in providing end user support
