Gainsight System Administrator

2 weeks ago

Bengaluru, Karnataka, India Acronis Full time

Acronis is revolutionizing cyber protection by providing natively integrated, all-in-one solutions that monitor, control, and protect data that businesses and lives depend on. We are seeking a Gainsight Administrator to join our mission to create a #CyberFit future and protect all data, applications, and systems across any environment.

Gainsight Administrator plays a crucial role in driving value for partners across the lifecycle, thanks to the workflows they configure as a member of the Operational Excellence for Partner Success team. Gainsight Administrator collaborates with cross-functional business teams to develop partner success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as Salesforce, while adhering to systems administration best practices. Gainsight Administrator then trains team members and business partners to use the workflows they've set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem-solving to ensure the team can use the system productively.

Key Responsibilities

  • Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
  • Collaborate with cross-functional end users to gather business requirements that impact Gainsight and Salesforce, and configure the system to meet those needs (partnering with other operations teams as needed)
  • Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

Business Processes

  • Develop new business processes in partnership with Partner Success leadership and cross-functional teams
  • Manage the rollout of processes, including thoughtful timing
  • Design business rules that analyze partner data and trigger actions for the Partner Success team to engage with partners
  • Help users to develop an understanding of contributors to partners' health, sources of partner risk/churn, and positive trends
  • Manage mapping and documentation of partner success processes

Upkeep and Support

  • 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 suggest recommendations to make improvements to the Gainsight platform
  • Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
  • Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

Requirements

  • Bachelor's degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
  • Experience as an end-user of a CRM (preferably Salesforce), customer support system, or marketing automation system
  • Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
  • Experience working in customer/partner success, or equivalent understanding of key customer/partner success principles
  • Demonstrated project management, business analysis, and problem-solving
  • Experience working in cross-functional teams
  • Self-starter, demonstrating leadership of owned projects
  • Excellent written and verbal communication and presentation skills
  • Strategic thinking and prioritization
  • Problem solver with a systems mindset Preferred
  • Gainsight experience as an end-user
  • Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
  • CRM administration experience or certification
  • Partner/Customer-facing experience, especially as a Partner/Customer Success Manager
  • Experience interacting with senior leadership and managers
  • Experience in operations for partner/customer success, sales, support, services, or marketing
  • Experience in data analysis, business intelligence, and design of reports and dashboards
  • Understanding of data structures, data modeling, and database management

*Please submit your resume and application in English

About Acronis

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments, and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity.

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect, and belief that we can contribute to the world every day are the cornerstones of our team. Each member of our 'A-Team' plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never-give-up attitude, contributing to our collective growth and impact.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

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