Remote Lifecycle Lead Technical Administrator

Summary

Join our team as a Lifecycle Technical Administrator and play a key role in supporting product and business strategy changes through process and system updates. You will assist management teams with reporting on success, scope and prove feasibility of new design/strategy suggestions for our customer lifecycle tool, provide support to junior technical admins, and manage technical work between team members.

Requirements

• Bachelor’s degree required. In lieu of degree, will accept 4-5 years of experience
• Experience working with CRM systems in SaaS business or level 3 Gainsight admin certification
• Experience in Customer Success, CS Operations or Product Marketing role
• Experience with CRM systems (Salesforce or Gainsight), with knowledge in technical administration

Responsibilities

• Manage day-to-day support of our CS Platform users
• Field questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
• Use the rules engine and data designer to find creative solutions to business challenges with regards to improving CSM workflow and work prioritisation (driving time saving efficiency and improved GRR)
• Oversee the build of customer tailored email journeys based on the available CRM systems data and monitor email campaign success rates creating custom reports and dashboards
• Monitor system performance, data integrity, and user activity and suggestions, thus establishing a process of continuous improvement of the CS platform
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
• Document your process and best practice and identify areas for improvement
• Liaison with the Salesforce systems team and Data Ops to ensure data flow across systems