Job Description

Overview
Overview
Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes, and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.
Currently we are looking for the position of Customer Success Platform Administrator 3 (Gainsight)
We're looking for a proactive and detail-oriented Gainsight Administrator to join our Customer Operations team. In this role, you'll be the go-to expert for configuring and optimizing the Gainsight platform to drive engagement, retention, and an exceptional customer experience.
Responsibilities

• Own the configuration, maintenance, and enhancement of the Gainsight platform, including workflows, dashboards, reports, and rule-based automation.
• Collaborate with cross-functional teams to translate business needs into technical designs for implementation 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.
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland's Information Systems Security Policy.

Basic Qualifications

• 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 a Gainsight administrator or managing a similar Customer Success platform.
• Gainsight NXT Administrator Level 2 certification - Strongly desired
• Experience working in customer success, or equivalent understanding of key customer success principles
• Strong understanding of customer success metrics, processes, and workflows.
• Familiarity with CRM tools like Salesforce and data visualization tools like Power BI.
• Exceptional problem-solving skills with a systems mindset and an eye for data integrity and usability.
• Excellent communication and project management skills

Hyland's Offering
We're proud of our culture and take employee engagement seriously. By listening to employees' feedback, we're able to provide meaningful benefits and programs to our workforce.

• Learning & Development- development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees.
• R&D focus - cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow.
• Work-life balance culture- flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office!
• Well-being- private medical healthcare, life insurance, gym reimbursement.
• Community Engagement- Volunteer time off (24h/year).
• Diversity & Inclusion- employee resource groups, inclusion benefits and policies
• Niceties & Events- snacks and beverages, employee referral program, birthday, baby gifts and employee programs

If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work - connect with us!
We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants

Skills Required