Gainsight Administrator

Summary

Join n2y as a Gainsight Administrator and play a key role in designing, implementing, and deploying solutions supporting their Customer Success processes. You will collaborate with various teams to ensure data quality and integrity, configure Gainsight, and integrate it with other enterprise systems. Responsibilities include managing Gainsight's architecture, configuration, and user accounts, as well as analyzing customer data to identify risks and opportunities. You will also contribute to improving efficiencies and system performance. This role requires experience with Gainsight NXT, MDA, Microsoft Azure Synapse, and Salesforce administration. A collaborative spirit and strong problem-solving skills are essential. n2y offers a competitive compensation and benefits package.

Requirements

• Experience with Gainsight NXT and Gainsight’s Matrix Data Architecture (MDA) Platform
• Experience with Microsoft Azure Synapse, SQL queries and data integration
• Demonstrated experience in Salesforce administration
• Working knowledge and experience with complex business systems integration
• Superior critical thinking and creative problem-solving skills

Responsibilities

• Collaborate with Customer Success Leadership to support business strategy development for the Customer Success team
• Collaborate internally with the Customer Success and Enterprise data team to help identify the sources, metrics, frequency, and granularity of the data.  Work with the IT Enterprise data team to ensure the quality and integrity of data
• Configure and deploy Gainsight  to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
• Partner with IT Enterprise solutions, integration and data teams to ensure the successful flow of data required to serve the business
• Analyze requirements to determine appropriate solution designs considering capabilities, limitations, and design trade-offs
• Manage mapping, documenting and implementing Customer Success processes
• Assist in determining the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects n2y’s customer data
• Develop a keen understanding of sources of risk (of churn) as well as positive trends
• Design business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers
• Coordinate, lead, setup, and document user acceptance tests to ensure the quality of developed solutions prior to production deployment (includes creating test plans)
• Manage user accounts, groups and security settings in Gainsight
• 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
• In addition to Gainsight support, provide support to Enterprise Architecture and the solutions that comprise it where needed

Preferred Qualifications

• Experience with other components of Enterprise Architecture such as Salesforce, PowerBI, Tableau, Zendesk, Sage Intacct is a plus
• Bachelor’s Degree in related field preferred
• Adaptable, observant, and approachable with a strong collaborative spirit
• Customer-centric attitude and approach encompassing all aspects of the position
• Results-oriented with a robust drive to accomplish objectives and meet high standards
• Excellent organizational, verbal, and written communication skills

Benefits

• Competitive compensation and benefits package including health, dental, vision, life, and disability insurance
• Company matching 401(k) savings plan
• Flexible time off plans