Gainsight Administrator

Job Description

Responsibilities:

• As a key member of the Gainsight implementation team for the Customer Loyalaty organization, configure and deploy Gainsight to internal customers (including system configuration, assistance with external integrations, reports, dashboards, workflows, and necessary training) in partnership with our Customer Success team.
• Support the Loyalty business strategy by designing and implementing innovative cross-organizational technical processes and workflows within Customer Success Platform tools (i.e Gainsight and Tableau) and other platforms.
• Collaborate with senior leaders on the design of Gainsight-driven business rules that analyse customer data and trigger actions for the Customer Success team to proactively engage with customers.
• Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures.
• Design, build, and maintain a customer health scorecard through customer data, VoC efforts, customer needs, and internal data from various teams throughout Avalara.
• Manage platform configurations as well as the implementation of new solutions, including requirement gathering, design, testing, training, successful roll out (including adoption) and continuous improvements within Gainsight.
• Develop a keen understanding of the organization's sources of risk, as well as positive trends, and effectively report on both.
• Make recommendations to improve effectiveness and efficiencies through development and adoption of best practices and standardized procedures as well as "outside of the box" thinking.
• Monitor system performance, data integrity and user activity to make recommendations and deploy continuous improvements.
• Serve as the frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems. Develop process documentation.

Qualifications:

• Minimum of 5 years of Gainsight development/administration experience - NXT strongly preferred (Gainsight Certified Administrator a plus)
• Customer Success or Account Management experience with an affinity for technology, data and process.
• Minimum of 2 years experience implementing, configuring and administering SaaS business systems for a software company, with at least 2 years of Salesforce experience (Salesforce Cloud power use a plus).
• Proficient in the use of object-oriented concepts and logic fundamentals (IF/AND/OR)
• Proven ability to work creatively and analytically in a problem-solving scenario
• Detail-oriented, organized, self-motivated, hard working, and a great team player with excellent interpersonal skills to work in a remote highly-collaborative environment.
• Excellence in providing end user support and training; ability to create technical documentation accessible to all audiences
• Passion for creating a frictionless end user experience.
• Ability to meet deadlines.