Gainsight and Salesforce Administrator

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

As a Gainsight Administrator, you will be responsible for managing and configuring the Gainsight platform to support our customer success team while ensuring effective integration with Salesforce. You will handle system configurations, troubleshoot issues, and collaborate with stakeholders to enhance the overall customer experience and drive business outcomes.

WHAT YOU WILL BE DOING

• Platform Management:
• Administer and configure Gainsight to align with business needs and customer success goals.
• Manage user accounts, permissions, and system settings in Gainsight.
• Ensure the stability, performance, and security of the Gainsight platform.
• Salesforce Integration:
• Oversee the integration of Gainsight with Salesforce, including data synchronization and workflow automation.
• Troubleshoot and resolve integration issues between Gainsight and Salesforce.
• Develop and implement solutions to streamline processes and improve data accuracy.

Customization & Reporting:

• Customize Gainsight dashboards, reports, CTAs, playbooks, surveys, etc., to meet organizational requirements.
• Create and maintain reports and dashboards that track key metrics and customer health indicators.
• Create custom health scores for different segments of customers
• Work with Salesforce to ensure reporting and data analytics are consistent across platforms.

User Support & Training:

• Provide support and troubleshooting for Gainsight and Salesforce users.
• Develop and deliver training materials and sessions for users to maximize the effectiveness of both platforms.
• Document processes, best practices, and solutions for future reference.

Data Management:

• Oversee data quality, including data imports, exports, and cleansing in both Gainsight and Salesforce.
• Monitor and manage data integration between Gainsight and Salesforce to ensure accuracy and consistency.

Continuous Improvement:

• Stay current with updates and new features in both Gainsight and Salesforce.
• Identify opportunities for process improvements and propose solutions to enhance system functionality and user experience.

Collaboration:

• Serve as the primary point of contact for Gainsight and Salesforce-related initiatives and projects for the customer success department.

WHAT YOU BRING

• Education & Experience:
• Bachelor’s degree in Business, Information Technology, or a related field.
• Proven experience as a Gainsight Administrator or in a similar role with hands-on Salesforce experience.
• Familiarity with customer success best practices and CRM systems.

Skills:

• Proficiency in Gainsight and Salesforce platform functionalities and best practices.
• Strong understanding of CRM and customer success metrics and KPIs.
• Excellent problem-solving skills and attention to detail.
• Ability to communicate complex technical concepts to non-technical stakeholders.
• Experience with data management and reporting tools.

Certifications (Preferred):

• Gainsight Administrator Certification.
• Salesforce Administrator or Salesforce Advanced Administrator Certification.

If required for this role, you will:

- Complete security & privacy literacy and awareness training during onboarding and annually thereafter

- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

> Data Classification, Retention & Handling Policy

> Incident Response Policy/Procedures

> Business Continuity/Disaster Recovery Policy/Procedures

> Mobile Device Policy

> Account Management Policy

> Access Control Policy

> Personnel Security Policy

> Privacy Policy

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.