Gainsight Administrator

Interested in working for a company that provides you a chance to grow professionally, give back to society, and make money doing it? If so, Level Access may be the right company for you.

Level Access is seeking a dedicated Gainsight Administrator to join our Technology department. The role includes managing and optimizing the Gainsight platform, collaborating on business rules, producing reports, and integrating Gainsight with other systems.

Responsibilities: 

• Configure, deploy, and administer the Gainsight platform (including system configuration, assistance with external integrations, reports, dashboards, and workflows) 
• Collaborate with senior leaders and GTM operating specialists on the design of Gainsight-driven business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers proactively 
• Develop and generate reports to track key customer success metrics and provide insights for decision-making; engage with data warehouse architect as input to these reports
• Directly contribute to the Customer Experience business strategy by designing and implementing innovative cross-organizational technical processes and workflows within the Gainsight tech stack 
• Manage platform configurations as well as the implementation of new solutions, including requirement gathering, design, and testing; work with training for successful rollout  
• Monitor system performance, data integrity, and user activity to make recommendations and deploy continuous improvements 
• Collaborate within the Business Application team to integrate Gainsight with other organizational systems and tools 
• Work with IT to ensure permissions and user management maps for SSO 
• Provide system-related input to enablement for internal users on Gainsight features and functionality to ensure effective adoption and usage 
• Provide end-user support for tier 2 or 3 support issues within Gainsight 

Qualifications:

• Prior experience with Gainsight or a similar CSM platform 
• Strong understanding of customer success principles 
• Ability to handle multiple projects with varying and shifting priorities required 
• 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  
• Experience working in a scrum team like model 

Bonus Skills:

• Experience interacting with senior leadership and managers  

• Involvement with operations for customer success, sales, support, services, or marketing  

• Understanding of data analysis, business intelligence, and design of reports and dashboards 

• Familiarity with Salesforce, HubSpot, Zendesk, Jira and custom connectors

Application Process:

This position is remote based in Mexico. For immediate consideration, please submit your resume and cover letter.

Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2024, Level Access. All rights reserved.