Gainsight Architect

Summary

Join BambooHR's Customer Experience Operations team as a Gainsight Architect! This remote position focuses on optimizing Gainsight for the CX division, collaborating with stakeholders to implement and maintain configurations. You will be responsible for data reporting, process improvement, and ensuring platform compliance. The ideal candidate possesses a Bachelor's degree or equivalent experience, 5+ years in a technology company, and 3+ years of Gainsight administration experience. BambooHR offers a fantastic company culture, excellent benefits including paid time off, health benefits, 401k matching, and professional development opportunities. This role requires strong analytical skills, project management experience, and a proven ability to design technical solutions. Apply today and help us set people free to do meaningful work!

Requirements

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer experience, operations, business analysis, data analytics, database administration, computer science, data analytics)
• 5+ years of experience in a technology/software company in Operations or IT, preferably as an admin
• 3+ years of experience in a Gainsight administration or similar role
• Certified as a Gainsight Admin with hands-on experience in configuring Gainsight's capabilities

Responsibilities

• Gainsight Management and Optimization: Collaborate with stakeholders to gather requirements and implement solutions, focusing on seamless module integration. Develop scalable processes, including playbooks and calls to action, and promptly troubleshoot and resolve Gainsight issues
• Data and Reporting: Create and maintain insightful dashboards tailored to business needs. Ensure data quality in Gainsight by collaborating with backend data teams and adhering to best practices. Integrate Gainsight with other systems for seamless data flow and accuracy. Address system and data issues with various teams to maintain optimal performance. Design and monitor usage and adoption metrics for continuous improvement
• Innovation and Efficiency: Design and implement Gainsight solutions that align with business objectives and enhance customer success processes. Lead initiatives to improve efficiency and the customer journey. Configure customer health scores and document all configurations and processes for knowledge transfer and compliance. Prepare end-user documentation and training materials
• Support and Scalability: Provide advanced Gainsight support, addressing tasks, bugs, and user testing. Collaborate with cross-functional teams to translate their needs into Gainsight functionalities. Customize the Gainsight front end to meet evolving business requirements
• Business Requirement Development: Collaborate with CX leadership and cross-functional teams to develop and implement business tools that enhance customer success and operational efficiency
• Release Management: Oversee the release management process to ensure smooth integration of new features and updates
• Compliance, Risk, Security, and Crisis Management: Ensure platform compliance with regulations and standards. Manage risks, maintain security and uptime, and prepare for crisis management
• Change Management: Manage platform changes, including data, integration, and access, in collaboration with Product, Engineering, and IT teams to ensure seamless transitions and minimal user impact
• Tool Optimization: Lead the development, testing, and launch of new features and tools to enhance functionality and user experience
• Vendor Collaboration: Work closely with the Gainsight Customer Success Manager to ensure the tool meets organizational needs and aligns with strategic goals. Manage the vendor relationship, including contract renewal, in partnership with Procurement

Preferred Qualifications

• Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data
• Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary
• Experience with project management and agile methodologies
• Proven success designing and building technical solutions, including creation of technical documentation; CRM administration experience or certification
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modeling, and database management

Benefits

• 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation
• Medical with HSA and FSA options, dental, and vision
• 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
• Financial Peace University . We pay for a one year subscription and you walk away with financial savvy and a bonus
• Get paid to give your time to the community
• Educational Benefits . Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses
• Amazing Office Amenities . We’ve got incredible benefits at our Draper headquarters including a full size gym, pickleball courts, a great office cafe, and free fountain drinks!
• In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters!
• Flexible Work Models . In-office, work-from-home, or hybrid, depending on position and location