Gainsight Administrator

About the team 

Instrumental in the success, effectiveness and scalability of our Dialpad CX Organization, our operations teams are critical to the employees and customers of Dialpad.  The CX operations organization is responsible for delivering the absolute highest levels of support and visibility to our Client Success, Professional Services and Support teams to ensure we are delivering on industry leading efficiency across the CX org. Using your problem-solving skills, technical aptitude with reporting tools, and cross functional relationships, this role will aim to support and assist our internal teams to better engage with our customer base.

Your role 

The Gainsight Administrator is responsible for Gainsight planning, configuration, training, reporting, and ongoing support for the Gainsight platform. Coordinates with customer success, operations, and development teams to determine requirements, develop project plans, and drive Gainsight enhancement. Acts as the lead resource managing requests, troubleshooting, and driving advancement and adoption of Gainsight. This position will be responsible for ensuring that the Salesforce and BigQuery data being used by Gainsight is accurate and will work with key stakeholders to optimize the processes that have an impact on Gainsight.

What you’ll do 

• Proactively researches capabilities and develops platform enhancements
• Ensures a high level of data integrity throughout Customer Operations
• Empower the customer success organization by developing key reports and dashboards in Gainsight and Salesforce for use by CS and the CS leadership team
• Continuously offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
• Works with enablement to train end users on new Gainsight processes, features, and functionality
• Maintains platform functionality, troubleshoots, and responds to end user issues in a timely manner through email, phone and chat
• Become an expert in our current internal systems (ZenDesk, Salesforce, DOMO, & CSR)
• Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs
• Support customer success team in presenting solutions to meet stakeholder requirements
• Create Gainsight flows to automate business processes and improve data quality within the Gainsight environment
• Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership
• Use data to identify at-risk accounts and create playbooks for CSMs to address
• Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth
• Define scalable processes for 1:Many communications, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement
• Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs

Skills you’ll bring

• Two (2) years of Gainsight experience required.  Admin level Gainsight experience highly preferred.
• Experience with a BI Tool (DOMO, Microsoft PowerBI, Tableau, etc.) recommended
• Attention to detail and experience working with large complex datasets
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately
• Strong business acumen to ensure we are asking the right questions from the requestor in order to deliver on reporting or analysis that adds value
• Strong engagement with end users and CS leaders
• Knowledge of configuring C360, timeline playbooks, CTAs, reports and dashboards within Gainsight
• Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality.
• Technically savvy and preferably have experience with APIs, communications, enterprise software, and/or cross-channel systems.
• Salesforce Lightning experience preferred, but not required
• Understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
• Excellent critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions

Who you are 

• Previous Sales Operations or Business Operations, or Customer Success/Account Management experience with an affinity for technology, data, and process would be beneficial
• Positive team player who embraces a team-first attitude and contributes to overall team success
• Self-motivated, proactive, with innovative ideas to inspire customer loyalty and adoption
• Willing to learn and take on new challenges each day
• Able to adapt quickly to an ever changing environment
• Goal oriented and motivated to meet and exceed established KPI’s
• Excited to work with data and find ways to improve our current processes
• Able to establish rapport and gain situational awareness quickly within our cross functional teams

Dialpad benefits and perks

Equity, balance, and belonging

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Culture

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation and equity

Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, home office equipment, gym membership costs, a variety of wellness events, and more!

Continuing education

Dialpad offers a yearly stipend for continued learning and education expenses.