Admin, Customer Success Platform

Position Summary

The Admin, Customer Success Platform is a key administrator of the Customer Success Platform at LSEG. They will design, build, validate and adjust workflows, reports and dashboards that analyze customer data from multiple sources, synthesize findings, and trigger actions for CSMs to proactively engage with customers. They will continuously identify and correct data issues and play a key role in the health and effectiveness of the platform.

Role Responsibilities- Day-to-day administrator of the Gainsight platform, responsible for ensuring that reports and dashboards in Gainsight fit for purpose through closely managing data integrity and the rules engine- Works closely with the Platform Manager to ensure rules engine and architectural changes align with reporting requirements, and impacts on reporting and understood and managed- Has Gainsight Admin privileges and would take actions in both sandbox and production environments.- Understand relational databases and translates data ingested into Gainsight into insights through best practice reporting and analytics- Acts as level 2 support contact and works with the Platform Manager to reach resolution of incidents- Manages user accounts and group settings- Contributes to communicating changes to key partner groups in Customer Success, Technology, Sales and Operations- Tracks effectiveness of changes through reporting and analytics, including building platform performance reports for senior audiences- Build and maintain strong relationships with partners in Technology and Customer Success- Works across time zones with audiences at all levels, including executive and manager-level audiences

Experience and Qualifications Required- Strong understanding of reporting and analytics to drive decision making- Experience of administrating of a business tool or platform- Experience of providing support to users of a business platform- Certified Gainsight administrator- Experience in SaaS B2B industry- Highly familiar with Customer Success Platforms- Highly familiar with Salesforce

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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