Job description:

The Gainsight Administrator is a key member of the Customer Success Operations team, responsible for configuring, deploying, and maintaining the Gainsight platform. This role ensures that customer data is translated into actionable insights, enabling proactive engagement and long-term retention strategies.

Key Responsibilities

• Platform Configuration & Deployment
• Set up dashboards, reports, workflows, and integrations with CRMs like Gainsight.
• Business Requirements Gathering
• Collaborate with cross-functional teams to understand needs and translate them into Gainsight solutions.
• Customer Success Enablement
• Design business rules that trigger alerts and actions based on customer health, risk, and engagement metrics.
• Process Development & Roll out
• Partner with leadership to create scalable customer success processes and manage their implementation.
• User Support & Training
• Provide day-to-day support, troubleshoot issues, and train users on Gainsight best practices.
• System Monitoring & Optimisation
• Ensure data integrity, monitor performance, and recommend improvements based on usage patterns.
• Documentation & Continuous Improvement
• Maintain process documentation and stay updated on Gainsight releases to adopt new features.

Required Skills & Qualifications

• Bachelor's degree or equivalent experience in business, data analytics, or computer science
• Experience with CRM platforms (Gainsight preferred)
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Project management and business analysis experience
• Self-starter with a systems mindset and strategic thinking

Preferred Skills

• Gainsight Associate Administrator Certification
• Experience in customer success, support, or marketing operations
• Familiarity with data modeling, SQL, and dashboard design
• Prior experience interacting with senior leadership