Gainsight Administrator

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 57 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and the US. Learn more on our company page.

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

As a Gainsight Administrator you have knowledge of the benefits, limitations and configuration of Gainsight and are responsible for supporting the related business processes. You have worked with stakeholders across one or more organizations to identify problems and have worked as part of a team implementing solutions to better the company and its systems. You will be a part of the Customer Success Operations team and work closely with our Udemy Systems team, GTM Operations and Customer Success team to drive efficiencies within our customer management systems and improve customer outcomes.

• System Configuration and Architecture
• Own the development and maintenance of Journey Orchestrator programs to support our tech-touch customers
• Perform day-to-day administration, configuration and troubleshooting of our Gainsight environment
• Design/improve Gainsight Dashboards and Reports to meet end-user requirement and surface actionable insights
• Create automated workflows for business processes to  improve efficiency and efficacy of the CS team  
• Recommend and prioritize the implementation of new features and functionality
• Work in an agile and dynamic environment to facilitate timely responses to changing project requirements
• Understand the Gainsight integration with Salesforce, ensuring that each systems primary purpose and integrity is maintained (Salesforce is system of record for business)

• Product Management
• Collaborate with Operations managers and CS stakeholders on key projects
• Drive the development of new workflows from ideation to implementation and enablement 
• Key player in partnering and enabling the Digital First customer success team strategy
• Prioritize developing skills related to Gainsight administration

• Technical Support
• Work with internal systems team as well as Gainsight support to address break/fix issues and bugs
• Track identified system problems through resolution and provide ongoing communications to the team
• Provide technical and functional support to users of Gainsight and related applications

• 5+ years of operations or system management experience
• 3+ years of Gainsight admin experience 
• Strong Salesforce user, administrative, configuration, dashboard and reporting skills
  • Salesforce Lightning experience preferred
• Data driven: able to review and understand data used to build dashboards and reports
• Previous Sales /Business/ CS Operations, or Customer Success/Account Management experience with an affinity for technology, data, and process
• Understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

•  We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
  
• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
  
• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
  
• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. Learn more about our certification here and find out what it's like to work at Udemy on our blog.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage
• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
• Transgender Benefits: Expanded medical coverage for gender-affirming care
• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay
• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, virtual family care, reproductive health, breastmilk shipping, and caregiving support
• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
• Charitable Giving: Corporate charitable match for eligible nonprofits and charities
• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
• Holidays: Twelve paid holidays throughout the year

Would you like to learn more about Udemy? Here are a few resources:

How Udemy Started [video]

Investor Overview

The hiring range for this position is  $104,000 - $143,000. Actual compensation is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits and equity.

Information regarding data privacy is available within the Udemy Careers Privacy Notice.