Gainsight Administrator

Dear All,

Gainsight Administrator.

Position Overview

We are seeking a skilled Gainsight Administrator to join our Customer Success Operations team in an offshore capacity. This role will be responsible for managing, configuring, and optimizing our Gainsight platform to support our global customer success initiatives. The ideal candidate will work collaboratively across time zones to ensure our customer success teams have the tools and insights they need to drive customer outcomes.

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Shift:

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Company Overview

IRIS Software Group, one of the UK's leading privately held software companies, where our mission is to streamline operations businesses, schools, and organisations.

We're not just a company. We're a transformative powerhouse providing cutting-edge software solutions and services. With our tools, you won't just be enhancing operational compliance, efficiency, you'll be reshaping certainty and confidence for our users in their future.

Imagine impacting over 4 million parents who use our software to connect with their children's schools, the 18% of workforce paid via an IRIS payroll solution, 50,000 SMEs harnessing our cloud bookkeeping services, and the 21,000 firms relying on us for compliance.

While our operational software may be the unspoken heartbeat reverberating through the core of our clients' businesses, you, as a member of our team, will be the lifeblood of our company. Its crucial these vital functions work seamlessly, and with IRIS, you'll be at the helm of helping businesses tackle the complex, remain compliant and get tasks right the first time around enabling them to focus on their productivity and growth.

We pride ourselves on bringing together the best and the brightest, with our employees being our greatest assets.

Their innovative thinking, dedication, and high performance have shaped IRIS into the market leader it is today.

Were pleased to say were not just a great place to work; we're an officially certified Great Place to Work and one of the UK's Best Workplaces for Women. Our recognition reflects our firm commitment to employee wellbeing, diversity, inclusion, trust in management, effective communication, and reward - factors we believe strongly in nurturing.

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Key Responsibilities

Platform Administration & Configuration

• Manage day-to-day administration of the Gainsight platform, including user management, permissions, and security settings
• Configure and maintain Rules Engine, Data Designer, Journey Orchestrator, and other Gainsight modules
• Design and implement custom objects, fields, and relationships to support evolving business requirements
• Maintain data integrity through regular audits, cleanup activities, and validation processes

Integration & Data Management

• Manage integrations between Gainsight and other systems (Salesforce, data warehouses, support platforms)
• Monitor and troubleshoot data sync issues and integration failures
• Develop and maintain data transformation workflows to ensure accurate customer health scoring
• Create and optimize data load processes for customer data, usage metrics, and engagement information

Reporting & Analytics

• Build and maintain dashboards, reports, and analytics for various stakeholder groups
• Design customer health scorecards and risk indicators
• Create executive-level reporting on customer success metrics and KPIs
• Support ad-hoc reporting requests and data analysis needs

Process Optimization & Automation

• Identify opportunities to automate manual processes within Gainsight
• Configure automated workflows, CTAs (Calls to Action), and playbooks
• Implement best practices for customer lifecycle management
• Optimize Journey Orchestrator programs for customer engagement

Stakeholder Support & Training

• Provide technical support to Customer Success Managers and other Gainsight users
• Conduct training sessions for new features and functionality
• Create and maintain documentation for processes and configurations
• Collaborate with onshore teams to understand requirements and deliver solutions

Required Qualifications

Technical Skills

• 2+ years of hands-on experience as a Gainsight Administrator
• Strong understanding of Gainsight NXT platform capabilities and limitations
• Proficiency in Salesforce administration and integration
• Experience with data analysis and SQL queries
• Knowledge of REST APIs and integration tools (MuleSoft, Workato, or similar)

Professional Experience

• Bachelor's degree in Computer Science, Information Systems, Business, or related field
• Experience working in Customer Success, SaaS, or technology environments
• Proven track record of managing enterprise software platforms
• Experience working in offshore/remote teams with global stakeholders

Soft Skills

• Excellent written and verbal communication skills in English
• Strong analytical and problem-solving abilities
• Ability to work independently with minimal supervision
• Flexibility to accommodate meetings across different time zones
• Detail-oriented with strong organizational skills

Preferred Qualifications

• Gainsight Level 2 or Level 3 Administrator certification
• Experience with data visualization tools (Tableau, Power BI)
• Knowledge of customer success metrics and best practices
• Experience with agile project management methodologies
• Familiarity with JavaScript, HTML, or other web technologies

Interested candidate please share your resume to siva.arun.m@iris.co.uk