Gainsight Administrator

Summary

Join Cerbo, a high-growth healthcare SaaS company, as their Gainsight Administrator. You will be the first member of the Customer Success Operations team, driving customer value through Gainsight platform configuration. Collaborate with cross-functional teams to develop customer success strategies, translate requirements into technical designs, and implement them in Gainsight and integrated systems like HubSpot. Train team members on using the workflows you've set up, ensure successful deployments, and engage in daily problem-solving. You will create and manage scalable processes and solutions on the Gainsight platform to support business goals. This role reports to the Head of Customer Success and is 100% remote.

Requirements

• Bachelor’s degree, or equivalent experience in a relevant field
• Experience interacting with senior leadership and managers
• Experience in operations for customer success, support and/or marketing
• Experience in data analysis, business intelligence, and design of reports, dashboards and health scores
• Understanding of data structures, data modeling, and database management
• Gainsight end-user and Gainsight administration experience, or Gainsight Associate Administrator Certifications
• Demonstrated project management, business analysis, and problem-solving
• Knowledgeable with journey orchestrator, in-app walkthroughs and data management workflows/automations with CX + PX

Responsibilities

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and any associated CRMs, and configure the system to meet those needs (partnering with other operations teams as needed)
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
• Develop new business processes in partnership with Customer Success leadership and cross-functional teams
• Manage the rollout of processes, including thoughtful timing
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
• Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
• Manage mapping and documentation of customer success processes
• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
• Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

Benefits

• Competitive compensation based on experience
• Comprehensive health, dental and vision benefits
• 401 (k) plan with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off and company holidays
• Full suite of remote working tools and processes