Gainsight Administrator

Summary

Join FireMon, a leader in cybersecurity, and contribute to a cutting-edge environment where innovation is valued. As a Gainsight Administrator, you will configure, deploy, and administer the Gainsight platform, collaborating with cross-functional teams to meet business needs. You will manage day-to-day support for Gainsight users, monitor system performance, and identify opportunities for improvement. This role requires a Bachelor's degree or equivalent experience, experience with CRM systems, and demonstrated project management and problem-solving skills. Preferred qualifications include Gainsight administration experience and CRM administration experience or certification. FireMon offers a dynamic and rewarding work environment.

Requirements

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
• Experience as end-user of a CRM, customer support system, or marketing automation system
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
• Experience working in customer success, or equivalent understanding of key customer success principles
• Demonstrated project management, business analysis, and problem-solving
• Experience working in cross-functional teams
• Self-starter, demonstrating leadership of owned projects
• Strategic thinking and prioritization
• Problem solver with a systems mindset

Responsibilities

• Configure, deploy and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, and systems integrations)
• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the CRM, 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
• 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
• 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

Preferred Qualifications

• Experience working with Zendesk
• Gainsight experience as end-user
• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
• CRM administration experience or certification
• Customer-facing experience, especially as a Customer Success Manager
• Experience interacting with senior leadership and managers
• Experience in operations for customer success, sales, support, services, or marketing
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modeling, and database management