ASK Consulting LLC
Gainsight Administrator
ASK Consulting LLC, Santa Clara, California, us, 95053
Job DescriptionJob Description
"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".
Job Title: Gainsight Administrator
Location: PREFERRED: Hybrid Santa Clara, CA; able to be onsite 3x per week. However, willing to consider fully remote candidates
Work Schedule: Full-Time (Monday-Friday)
Initial Length: 6 months with a high potential of extension depending on performance and team fit
Pay Rate Range: $65/hr - $75/hr on w2
Job Description
:
Gainsight Administrators play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as a members of the Customer Success Operations team.
Gainsight Administrators collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs
like Salesforce while adhering to systems administration best practices. Gainsight Administrators then train team members and business partners to use the workflows theyve set up, teach users best practices, ensure successful technical deployments regularly, and engage in daily problem-solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals.
Day-to-day responsibilities fall into three categories:
Solution Design:
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
Business Processes:
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 develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
Manage mapping and documentation of customer success processes
Upkeep and Support:
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
Experience:
Required Experience & Skills:
Bachelors degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
At least 2 years of relevant experience
Gainsight experience as end-user
Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
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
Excellent written and verbal communication and presentation skills
Strategic thinking and prioritization
Problem solver with a systems mindset
Preferred Additional Experience & Skills:
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
NOTES:
The team supports the Customer Success Org specifically the Evergreen product subscription team
Top 5 focus requirements:
Gainsight experience as end-user
Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
Experience as an end-user of a CRM, customer support system, or marketing automation system
Experience working in customer success, or equivalent understanding of key customer success principles
Demonstrated project management, business analysis, and problem-solving
About ASK:
ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.
"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".
Job Title: Gainsight Administrator
Location: PREFERRED: Hybrid Santa Clara, CA; able to be onsite 3x per week. However, willing to consider fully remote candidates
Work Schedule: Full-Time (Monday-Friday)
Initial Length: 6 months with a high potential of extension depending on performance and team fit
Pay Rate Range: $65/hr - $75/hr on w2
Job Description
:
Gainsight Administrators play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as a members of the Customer Success Operations team.
Gainsight Administrators collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs
like Salesforce while adhering to systems administration best practices. Gainsight Administrators then train team members and business partners to use the workflows theyve set up, teach users best practices, ensure successful technical deployments regularly, and engage in daily problem-solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals.
Day-to-day responsibilities fall into three categories:
Solution Design:
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
Business Processes:
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 develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
Manage mapping and documentation of customer success processes
Upkeep and Support:
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
Experience:
Required Experience & Skills:
Bachelors degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
At least 2 years of relevant experience
Gainsight experience as end-user
Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
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
Excellent written and verbal communication and presentation skills
Strategic thinking and prioritization
Problem solver with a systems mindset
Preferred Additional Experience & Skills:
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
NOTES:
The team supports the Customer Success Org specifically the Evergreen product subscription team
Top 5 focus requirements:
Gainsight experience as end-user
Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
Experience as an end-user of a CRM, customer support system, or marketing automation system
Experience working in customer success, or equivalent understanding of key customer success principles
Demonstrated project management, business analysis, and problem-solving
About ASK:
ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.