Welcome to Gainsight! Your role is critical to the initial implementation and on-going maintenance of the Gainsight application. You will enable your customer success or account management team to realize amazing operational efficiency gains and increase their overall effectiveness.
Initial Preparation & Implementation
The Gainsight Administrator is responsible for the architecture and configuration of their environment. Initially, Admins will need to coordinate internally to help identify the sources, metrics, frequency, and granularity of their data.
Admins have a lot of flexibility and control over the configuration of Gainsight. For example, Admins can customize revenue bands, identify unique call to action reasons, and setup dashboard reports that meet the needs of your stakeholders. During the initial implementation, we’ll guide you through these decisions, in consultation with our Onboarding and/or Professional Services organization.
Working with your own customer success team, you’ll identify which processes to rollout and when. You will also help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects your customer data. Similarly, you’ll develop a keen understanding of your organization’s sources of risk (of churn) as well as positive trends. Using this information, you’ll design business rules that analyze your customer data, and trigger actions for the customer success team to proactively engage with customers.
After the initial implementation of Gainsight is complete, the Admin will own their instance of Gainsight. You will assess what’s working and what can be improved, as well as help prepare the CS team to roll out additional processes or functionality. For example, when your team is ready to distribute its next NPS survey, Admins can help design the survey, and schedule its distribution to the appropriate contacts, all in Gainsight’s Survey module and CoPilot email tool. Inevitably, the business needs of your organization will evolve, and your utilization of Gainsight will evolve too.
Additional Information on the Admin Role
For more information about the role of the Gainsight Administrator, check out these resources:
- Blog Posts: A Week in the Life of Our Gainsight CS Ops Mgr part 1 and part 2
- Gainsight Administrator Role Description
- Customer Success Operations Manager job description