Gainsight Administrator

1 week ago

Bengaluru, Karnataka, India Mimecast Full time

Key Responsibilities:

Account Management Optimization:

  • Plan, forecast and give recommendations where necessary to ensure optimization of customer satisfaction, churn mitigation, adoption, and revenue maximization.

Solution & Process Design:

  • Identify business needs, dependencies, key metrics, data sources, frequency, and granularity, that impact Customer Success and Gainsight, and transfer them to workflow and process designs that support scalability.
  • Support business strategy development and manage mapping, documenting and implementing Customer Success processes.
  • Help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects customer data.
  • Develop a keen understanding of sources of risk 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.

Implementation:

  • Assist with configuration and deployment of Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards and workflows.

Upkeep & Support:

  • Daytoday support of Gainsight users, including user administration, adhoc customizations and adjustments, permissions, and security in Gainsight.
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements.
  • Train our colleagues to use the workflows correctly and effectively to ensure that the team uses the system productively.
  • Help prepare the Customer Success team to roll out additional processes or functionality.
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
  • Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies.

Essential Skills and Experience:

  • Experience as an enduser of a CRM System.
  • 2+ years of Gainsight configuration and administration experience.
  • Indepth understanding of customer data for designing and building dashboards and reports that create actionable insights.
  • Experience working in Customer Success, or equivalent understanding of key Customer Success principles.
  • Proactiveness to take initiative and ownership to increase quality of work and successful outcomes.
  • Willingness to jump in and learn as you go in a fastpaced environment with the ability to prioritize and give attention to detail.
  • Demonstrated project management, business analysis, problemsolving, and task organization skills.
  • A background in Customer, Sales, or Business operations.
  • Have an affinity for technology, data and process.
  • Clear communicator with excellent written, verbal, and listening skills.
  • Strong Salesforce user, administrative, configuration and reporting skills.
  • Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
  • Understanding of objectoriented concepts and fundamentals of logic.
  • Confidence in advocating for best practices.
  • Excellence in providing end user support.

Qualifications:

  • Gainsight NXT Administration Certificate.
Why Mimecast?

We're fast thinking. We go big to reach our cyberattack-disrupting goals.

And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen.

We never leave anyone behind. We deliver quickly - and outstandingly. We're big on honesty because it makes us better. We're empowered by our mission.

And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare.

That's The Mimecast Way.

And the Mimecast way is also a hybrid-working way.

We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

DEI Statement

Cybersecurity is a community effort.

That's why we're committed to building an inclusive, diverse community that celebrates and welcomes everyone - unless they're a cybercriminal, of course.


We're proud to be an Equal Opportunity and Affirmative Action Employer, and we'd encourage you to join us whatever your background.

We particularly welcome applicants from traditionally underrepresented groups.

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