Gainsight Administrator

We are seeking a highly skilled Gainsight Administrator to join our Customer Success team at Onfido Services India Private Limited (IND). As a key member of our operations team, you will be responsible for configuring, deploying, and administering the Gainsight platform to drive success within our organization.

• Configure and deploy the Gainsight platform, including system configuration, reporting, dashboards, end-to-end workflows, and systems integrations.
• Collaborate with cross-functional teams to gather business requirements and configure the system to meet those needs.
• Develop business processes in partnership with Customer Success leadership and cross-functional teams.
• Manage the rollout of processes, including thoughtful timing and a focus on business outcomes.
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers.
• Help users develop an understanding of the different contributors to customer health, sources of customer risk/churn, and positive trends.
• Manage mapping and documentation of customer success processes.
• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions.
• Monitor system performance, data integrity, and user activity and suggestions, and make recommendations for continuous improvement of the Gainsight platform.

• Experience as an end-user of a CRM, customer support system, or marketing automation system.
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems and software.
• Demonstrated project management, business analysis, and problem-solving skills.
• Experience working in cross-functional, global teams.
• Self-starter, demonstrating leadership of owned projects and a focus on timeliness.
• Excellent written and verbal communication and presentation skills.
• Strategic thinking and prioritization.
• Problem solver with a systems mindset.
• Bachelor's degree.
• Experience working in customer success, or equivalent understanding of key customer success principles.
• Experience in a relevant field, such as customer success, operations, business analysis, data analytics, database administration, computer science, data analytics.

• CRM administration experience or certification - Salesforce or Gainsight preferred.
• Customer-facing experience, especially as a Customer Success Manager.
• Experience interacting with and presenting to senior leadership and managers.
• Experience in operations for customer success, sales, support, services, or marketing.
• Experience in data analysis, business intelligence, and design of reports and dashboards.
• Understanding of data structures, data modelling, and database management.
• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification.

Onfido is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world - so they can transform their businesses with confidence. Onfido supports customers in 150+ countries and works with a global partner network, we are trusted by the world's most trusted organizations.