Job Description

We are looking for a Manager of Gainsight Administration to join our Gainsight Admin team in Hyderabad. This is an amazing opportunity to work on Gainsight in a developing customer success environment. The team consists of 2 Gainsight admins, and is reporting to the Manager, Customer Success Business Intelligence & Technology in our global Revenue Operations organization. We have a great skill set in intellectual property technology and services as well as academic and healthcare data, and we would love to speak with you if you have skills in Gainsight, Salesforce, and leading teams.

About You - experience, education, skills, and accomplishments

• BA/BS degree in a computer science discipline, or equivalent applicable experience.
• Excellent written & verbal communications skills.
• Project Management certification (PMI) or equivalent project management experience
• Willingness to certify as a Gainsight NXT administrator within 10 months of hire.
• Highly data-driven and analytical with proven critical thinking skills.

• Able to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
• Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs, etc.).
• Basic understanding of Agile methodology.
• Ability to think strategically about broader business impacts and drivers of success
• Proven ability to work cross-functionally to understand business requirements and translate them into an effective plan for implementation.
• Ability to work as a project and people manager and individual contributor on a project in a fast-paced environment.
• Takes high degree of ownership over their work - proactive, creative, highly detail-orientated.
• Ability to provide impeccable customer service in a dynamic, fast-paced environment and highly motivated to learn new skills quickly.
• Demonstrated ability to define and execute multiple projects from requirements gathering to finish and able to meet deadlines, communicate delays, clarify ambiguous situations.
• Background in basic HTML skills.
• Effective at designing processes that scale.

It would be great if you also had .

• General database and SQL skills
• Strong knowledge of Salesforce
• ITIL v3 or later Certification

What will you be doing in this role?

• Managing Gainsight administration functions, including but not limited to: user and security management, data object customizations, customer journey programs and outreaches, configurations and integrations.
• Assisting with data maintenance and governance, imports, exports, and updates using data loader.
• Creating, managing, and maintaining Reports and Dashboards within Gainsight for the CS Teams

• May require Coordinating internally to help identify the sources, metrics, frequency, and granularity of data.
• Regular updates to the Gainsight administration documentation

• Identify, create, and publish all Gainsight processes, procedures, and policies.
• Update rule definitions as business requirements evolve.
• Document data objects and fields utilized by rules, reports, Dashboard, etc.
• Design business rules that analyze customer data, and trigger actions for the customer success teams to proactively engage with customers based on defined business requirements

• Build Calls to Action ("CTA's") and associated playbooks.
• Collaborate cross-functionally to ensure the intended outcomes of each workflow/playbook.
• Make recommendations to improve efficiencies through development and adoption of best practices and standard methodologies and procedures.
• Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements.
• As a member of the ServiceNow Gainsight support team you will provide day-to-day end user support to all levels of the organization.

Product you will be developing

Gainsight - our cloud-based customer management platform dedicated to Customer Success and delivering value to customers at scale.

About the Team

Our Gainsight team (product owner, manager, and two administrators) supports four (4) growing CSM teams globally, totaling 100 across four (4) unique customer industry verticals. We are in the process of migrating Salesforce databases and building a roadmap for building out a world-class Gainsight system that will support the unique needs of each Customer Success team. As we move into 2023, we intend to truly test the power of what Gainsight can do, and our Gainsight Admin team will be core to the success of our CSM teams, our customers, and Clarivate.

Hours of Work

This is a permanent full-time position working primarily remotely with the option to work from one of our Clarivate offices at your convenience. The Gainsight Admin team typically works a flexible workday to cover morning US hours whenever needed each week (9-hour workdays including 1-hour lunch breaks).

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.