Job Description

External Job Title Gainsight Administrator Function / Department Customer Success Over the past 15 years, we have seen a shift in the focus of business models across every industry - from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the \'Subscription Economy\' a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it: . Companies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services. Our vision is simple: we call it \'The World Subscribed.\' It\'s the idea that one day every company will join the Subscription Economy - by 2025 according to UBS. Our mission: to power the world\'s best companies to win in the Subscription Economy. The Team & Role CUSTOMER SUCCESS The Customer Success team at Zuora is focused entirely on ensuring our customers achieve value and their desired outcomes when using our products or services. We have a saying at Zuora, \'We\'re all About Relationships\' and our team is specifically focused on building long-term relationships with a portfolio of customers, key executive stakeholders and cross functional teams, ensuring we deeply understand their goals and objectives, and exceed their expectations. As aGainsightAdministrator at Zuora, you will play a crucial role in driving value for customers across the lifecycle as a member of the Customer Success Operations team. You will collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. You will translate these requirements into technical designs that will then be implemented inGainsightand, at times, integrated systems such as Salesforce, while adhering to systems administration best practices. You will train CSM team members and business partners to use the workflows you\'ve set up, including best practices, to ensure successful technical deployments on a recurring basis. You will also engage in daily problem solving to ensure the CSM team can use the system productively. You will help create and manage scalable processes and solutions on theGainsightplatform to support our business goals. If this sound like something you\'d love to do, plus, you\'d like to be the among the first to join our newest team in the region. In this role you\'ll get to Contribute to the ownership of the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the customer journey for our customers Collaborate on the CS playbook formation and activation across the Zuora product offerings, driven by CS data & insights (ie product analytics, automated customer outreach, consumption metrics, integrations, etc) Assist with building & driving process, change management, systematic practice and tooling for Customer Success across product lines. Guide key cross-functional relationships as it pertains to customer engagement KPIs including renewal/churn indicators, growth & usage trends and CSM performance metrics Be a confident, hands-on individual contributor with the ability to do the work, as well- you can see what needs to be done and work backwards to drive execution based on data Coordinate with Customer Success and cross functional leaders earn credibility through your expertise on process and systems as a strong communicator and effective influencer. Lead with creative problem solving, and leverage data to drive influence and strategy while thinking of systems holistically Who we\'re looking for Bachelor\'s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics) Experience as end-user of a CRM, customer support system, or marketing automation system 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 Gainsightexpertise is a must Additional Experience & Skills Gainsightexperience as end-user Gainsightadministration experience, orGainsightAssociate Administrator (Level 1) Certification 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 Benefits. Competitive compensation, company equity, and retirement programs Medical, dental and vision insurance Paid holidays and \'wellness\' days and company wide winter break Generous, flexible time off 6 months fully paid parental leave Learning & Development stipend Opportunities to volunteer and give back, including charitable donation match Free resources and support for your mental wellbeing About Zuora As the Subscription Economy leader, Zuora empowers today\'s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we\'ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale. Through our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM. \'ZEO\' Culture At Zuora, we\'re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You\'ll be empowered to think like an owner, take initiative and together, with the support of your team you\'ll push each other to the next level and help transform business models everywhere. To learn more visit Zuora is proud to be an Equal Employment Opportunity Employer. Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.

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