Lifecycle Lead Technical Administrator (Gainsight)

The role of the Lifecycle Technical Administrator ensures that any changes in product or business strategy are supported by our processes and systems and assist our management teams through reporting on the success of our efforts. They will scope and prove feasibility of new design/strategy suggestions for our customer lifecycle tool (currently Gainsight). Additionally they will provide support to a more junior technical admin and manage the technical work between the two team members.

Essential Duties and Responsibilities

• Technical administrator for our CS Platform – Manage day-to-day support of our CS Platform users including fielding questions ad-hoc customizations design and implementation of core functionality workflow adjustments and user administration security and permissions.

• Use the rules engine and data designer to find creative solutions to business challenges with regards to improving CSM workflow and work prioritisation (driving time saving efficiency and improved GRR)

• Oversee the build of customer tailored email journeys based on the available CRM systems data and monitor email campaign success rates creating custom reports and dashboards.

• Monitor system performance data integrity and user activity and suggestions thus establishing a process of continuous improvement of the CS platform.

• Maintain expertise in Gainsight and other relevant software by staying up to date on new features trends and related technologies.

• Document your process and best practice and identify areas for improvement.

• Liaison with the Salesforce systems team and Data Ops to ensure data flow across systems.

Minimum Required Qualifications

• Bachelor’s degree required. In lieu of degree will accept 4-5 years of experience.

• Experience working with CRM systems in SaaS business or level 3 Gainsight admin certification.

• Experience in Customer Success CS Operations or Product Marketing role.

• Experience with CRM systems (Salesforce or Gainsight) with knowledge in technical administration