Gainsight Administrator

**YOUR MISSION**:
As a Gainsight Administrator at Zuora, you will play a crucial role in driving value for customers across the lifecycle as a member of the Customer Success Operations team.

You will collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. You will translate these requirements into technical designs that will then be implemented in Gainsight and, at times, integrated systems such as Salesforce, while adhering to systems administration best practices.

You will train CSM team members and business partners to use the workflows you've set up, including best practices, to ensure successful technical deployments on a recurring basis. You will also engage in daily problem solving to ensure the CSM team can use the system productively. You will help create and manage scalable processes and solutions on the Gainsight platform to support our business goals.

**WHAT YOU'LL ACHIEVE**
- Contribute to the ownership of the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the customer journey for our customers
- Collaborate on the CS playbook formation and activation across the Zuora product offerings, driven by CS data & insights (ie product analytics, automated customer outreach, consumption metrics, integrations, etc)
- Assist with building & driving process, change management, systematic practice and tooling for Customer Success across product lines
- Guide key cross-functional relationships as it pertains to customer engagement KPIs including renewal/churn indicators, growth & usage trends and CSM performance metrics
- Be a confident, hands-on individual contributor with the ability to do the work, as well
- you can see what needs to be done and work backwards to drive execution based on data
- Coordinate with Customer Success and cross functional leaders earn credibility through your expertise on process and systems as a strong communicator and effective influencer.
- Lead with creative problem solving, and leverage data to drive influence and strategy while thinking of systems holistically

**WHAT YOU'LL NEED TO BE SUCCESSFUL**
- 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 end-user of a CRM, customer support system, or marketing automation system
- Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
- Experience working in customer success, or equivalent understanding of key customer 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 expertise is a must

**Additional Experience & Skills**
- Gainsight experience as end-user
- Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
- CRM administration experience or certification
- Customer-facing experience, especially as a Customer Success Manager
- Experience interacting with 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 modeling, and database management