Job Description

Overview

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The Customer Success Platform Administrator 3 is responsible for being the platform product owner and go-to for configuring and optimizing the Gainsight platform to drive engagement, retention, and an exceptional customer experience. This position is responsible for being the strategic liaison between business stakeholders and technical teams to maximize the value of the platform implementations.

What you will be doing

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Own end-to-end Gainsight architecture and roadmap Own the configuration, deployment and ongoing management of the Gainsight platform, including workflows, dashboards, reports and rule-based automation Collaborate with cross-functional teams and Senior Leadership to translate business needs into scalable Gainsight solutions Ensure data accuracy and consistency through strong integration practices (e.g. Salesforce) and data hygiene processes Provide ongoing support and training to internal users, and develop documentation and best practices Monitor platform performance, identify areas for improvement, and implement new features to drive adoption and value Prioritize and manage the backlog in line with a multiyear roadmap, monitor project progress and manage risks Stay current with best practices and advocate for platform improvements and innovation Mentor, coach, train, and provide feedback to other team members; may provide feedback to leadership on technical abilities of team

What will make you successful

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Bachelor's degree or equivalent experience Minimum 4 years experience as a Gainsight Administrator, experience with Journey Orchestrator a must. Experience working in customer success, or equivalent understanding of key customer success principles Strong understanding of customer success metrics, processes, and workflows Proven ability to lead cross-functional projects and influence stakeholders Experience in business intelligence, dashboard design, and data governance Gainsight NXT Administrator Level 2 certification Microsoft Windows and Office proficient Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact Strong organizational, multi-tasking, and time management skills Strong collaboration skills, applied successfully within team as well as with all levels of employees in other areas Strong Microsoft Excel skills Strong leadership, sound judgement, and business acumen skills Strong facilitation and project management skill Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain pro fessionalism with those outside of department Strong data gathering, interviewing, and analytical/problem solving skills Strong critical thinking and problem solving skills Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions Self-motivated with the ability to manage projects to completion with minimal oversight Able to thrive in a fast paced, deadline driven environment Strong attention to detail Demonstrated ability to influence, motivate and mobilize team members and business partners Strong ability to develop and use engaging, informative and compelling presentation methodologies Strong ability to handle sensitive information with discretion and tact Strong ability to establish rapport and gain the trust of others; effective at gaining consensus Ability to work independently and in a team environment Ability to coach, mentor and provide feedback to team members in a timely manner Strong knowledge of systems administration Strong knowledge of Salesforce and familiarity with data visualization tools like Power BI * Strong knowledge of Microsoft Operating systems and products