Gainsight Administrator

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Act as the main administrator and expert for Gainsight.

• Oversee the configuration, governance, enhancement planning, and roadmap development of the Gainsight platform in collaboration with Salesforce Administrators.

• Set up and maintain Customer 360, Health Scores, Success Plans, CTAs, Rules Engine, Journey Orchestrator, Surveys, Timeline, reporting, and dashboards.

• Lead the advancement of CallMiner's customer health and risk management framework.

• Propel AI-driven customer success capabilities, including AI Follow-Up and future automation projects.

• Collaborate with Salesforce Administrators to ensure alignment between Salesforce and Gainsight.

• Serve as a backup Salesforce administrator focused on Customer Success business processes.

• Manage integrations, data synchronization, and customer lifecycle workflows.

• Enhance account ownership, customer segmentation, renewal tracking, expansion visibility, and customer health management.

• Support initiatives for retention, adoption, renewals, and customer outcomes.

• Direct strategic projects involving Gainsight, Salesforce, and other business systems.

• Oversee projects from the requirements gathering phase through to deployment and user adoption.

• Facilitate workshops for stakeholders and sessions for business process design.

• Coordinate efforts among internal teams, vendors, and implementation partners.

• Develop project plans, milestones, and communication strategies.

• Ensure effective testing, deployment, and user adoption of new functionalities.

• Create executive dashboards and operational reporting.

• Provide insights into customer health, product adoption, renewal risks, expansion opportunities, customer engagement, and churn indicators.

• Enhance the consistency of customer reporting across Gainsight, Salesforce, and other business systems.

• Identify opportunities to automate manual processes within Customer Success.

• Drive efficiency improvements throughout onboarding, adoption, renewal, and expansion workflows.

• Support the transformation of Customer Success processes through technology and automation.

• Evaluate and implement features that enhance customer outcomes and operational efficiency.

• Create and maintain documentation, standards, and governance processes for the platform.

• Assist in user training and enablement programs.

• Act as an escalation point for platform-related questions and support needs.

• Advocate for best practices across Customer Success teams.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• Over 3 years of experience in Gainsight Administration.

• More than 5 years of Salesforce Administration experience.

• Proven experience in leading enterprise software implementation or optimization projects.

• Strong understanding of Customer Success and Revenue Operations processes.

• Experience with customer health scoring, lifecycle management, CTAs, and success planning.

• Excellent business analysis and process improvement capabilities.

• Outstanding communication and stakeholder management skills.

• Ability to engage effectively with both technical and non-technical audiences.

• Gainsight NXT Certification is preferred.

• Salesforce Administrator Certification is preferred.

• Salesforce Advanced Administrator Certification is preferred.

• Experience in a SaaS or subscription-based business is preferred.

• Familiarity with customer journey orchestration and customer lifecycle analytics is preferred.

• Knowledge of Power BI, Snowflake, or similar analytics platforms is preferred.

• Project Management experience is preferred.

• Experience in leading technology transformations within Customer Success is preferred.

🏝️ Benefits

• Comprehensive medical benefits.

• Dental coverage.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Fitness reimbursement programs.

• Tuition reimbursement programs.

• 401(k) matching.

• Generous paid time off (PTO).

• Annual volunteer day.

• Paid maternity leave.

• Paid parental leave.

• Inclusive and equitable workplace.

• Support for work-life balance.