Gainsight Administrator

Key Responsibilities:
Account Management Optimization:

- Plan, forecast and give recommendations where necessary to ensure optimization of customer satisfaction, churn mitigation, adoption, and revenue maximization.

Solution & Process Design:

- Identify business needs, dependencies, key metrics, data sources, frequency, and granularity, that impact Customer Success and Gainsight, and transfer them to workflow and process designs that support scalability.
- Support business strategy development and manage mapping, documenting and implementing Customer Success processes.
- Help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects customer data.
- Develop a keen understanding of sources of risk as well as positive trends.
- Design business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers.

Implementation:

- Assist with configuration and deployment of Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards and workflows.

Upkeep & Support:

- Day-to-day support of Gainsight users, including user administration, ad-hoc customizations and adjustments, permissions, and security in Gainsight.
- Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements.
- Train our colleagues to use the workflows correctly and effectively to ensure that the team uses the system productively.
- Help prepare the Customer Success team to roll out additional processes or functionality.
- Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
- Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies.

Essential Skills and Experience:

- Experience as an end-user of a CRM System.
- 2+ years of Gainsight configuration and administration experience.
- In-depth understanding of customer data for designing and building dashboards and reports that create actionable insights.
- Experience working in Customer Success, or equivalent understanding of key Customer Success principles.
- Proactiveness to take initiative and ownership to increase quality of work and successful outcomes.
- Willingness to jump in and learn as you go in a fast-paced environment with the ability to prioritize and give attention to detail.
- Demonstrated project management, business analysis, problem-solving, and task organization skills.
- A background in Customer, Sales, or Business operations.
- Have an affinity for technology, data and process.
- Clear communicator with excellent written, verbal, and listening skills.
- Strong Salesforce user, administrative, configuration and reporting skills.
- Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
- Understanding of object-oriented concepts and fundamentals of logic.
- Confidence in advocating for best practices.
- Excellence in providing end user support.

Qualifications:

- Gainsight NXT Administration Certificate.

Why Mimecast?

We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly - and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone - unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.