Gainsight Consultant

Job description

As part of the CX Operations team you would be entrusted the responsibility of collaborating with the business leaders and the project teams to track key performance metrics as we strive for effortless onboarding of our customers while enhancing the customer experience. You will be playing a pivotal role in maintain the drum beat of project cadence and focus on quality by leveraging the vast data available across multiple systems.

Requirements

What will I be doing?

Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)

Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)

Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

Develop new business processes in partnership with Customer Success leadership and cross-functional teams

Manage the rollout of processes, including thoughtful timing

Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers

Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends

Manage mapping and documentation of customer success processes

Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions

Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform

Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies

Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

What skills do I need?

5+ year experience with a 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

Desirable Requirements:

Gainsight experience as end-user

Gainsight administration experience, or Gainsight Associate 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