Gainsight Administrator

As a member of n2y’s Enterprise Tech team, the Gainsight Administrator’s primary responsibility is to design, implement and deploy solutions supporting n2y Customer Success processes on the Gainsight platform.  The Gainsight Administrator is responsible for the architecture and configuration of the Gainsight solution and facilitating its integration with the n2y Enterprise Architecture which includes Salesforce Sales Cloud (CRM), Salesforce Service Cloud, MS Azure Synapse and more.

Key Responsibilities:

• Collaborate with the VP Customer Relations and the Director of Customer Success to support business strategy development for the n2y Customer Success team.  
• Collaborate internally with the Customer Success and Enterprise data team to help identify the sources, metrics, frequency, and granularity of the data.  Work with the n2y IT Enterprise data team to ensure the quality and integrity of data.
• Configure and deploy Gainsight  to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
• Partner with n2y’s IT Enterprise solutions, integration and data teams to ensure the successful flow of data required to serve the business.
• Analyze requirements to determine appropriate solution designs considering capabilities, limitations, and design trade-offs
• Manage mapping, documenting and implementing Customer Success processes
• Assist in determining the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects n2y’s customer data.
• Develop a keen understanding of n2y’s sources of risk (of churn) as well as positive trends.
• Design business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers
• Coordinate, lead, setup, and document user acceptance tests to ensure the quality of developed solutions prior to production deployment (includes creating test plans)
• Manage user accounts, groups and security settings in Gainsight
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
• Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
• In addition to Gainsight support, provide support to n2y’s Enterprise Architecture and the solutions that comprise it where needed. 

Desired Skills and Qualifications:

• Bachelor’s Degree in related field preferred
• Experience with Gainsight NXT and Gainsight’s Matrix Data Architecture (MDA) Platform
• Experience with Microsoft Azure Synapse, SQL queries and data integration
• Experience with other components of n2y’s Enterprise Architecture such as Salesforce, PowerBI, Tableau, Zendesk, Sage Intacct is a plus
• Working knowledge and experience with complex business systems integration.
• Superior critical thinking and creative problem-solving skills.
• Adaptable, observant, and approachable with a strong collaborative spirit.
• Customer-centric attitude and approach encompassing all aspects of the position.
• Results-oriented with a robust drive to accomplish objectives and meet high standards.
• Excellent organizational, verbal, and written communication skills.