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Gainsight Inc.

Gainsight Administrator Role Description

The Gainsight Administrator Role may be a component of an overall Customer Success Operations position, or may be a full-time position.  This document describes key success factors for any Gainsight Administrator, and may be incorporated as part of a broader role.

Experience 

  • 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

Responsibilities

Throughout all phases, the Admin owns their instance of Gainsight.

  • 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)

  • 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

  • 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

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