As part of the Customer Experience Operations team, you will play a crucial role in driving value for Tanium customers across the customer journey and our Tanium team members.  You will collaborate with cross-functional business teams to develop digital and human customer success strategies and craft the associated business requirements. Then translate these requirements into technical designs that you will implement in Gainsight and, at times, integrate with systems such as CRMs like Salesforce, while adhering to systems administration best practices. You will develop enablement materials and business partners to use the workflows they’ve requested, 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. Altogether, you will create and manage scalable processes and solutions to support business goals.   

Also known as Gainsight Administrator 

Essential Job Functions 

Solution Design 

  • 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 the CRM, 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 Customer Success leadership and cross-functional teams  
  • Manage the rollout of processes, including thoughtful timing  
  • Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers  
  • Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends  
  • Manage mapping and documentation of customer success processes 

System Administration 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 suggestions to make recommendations, thus establishing a process of continuous improvement of 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 releases 

Minimum & Preferred Job Qualifications 

  • 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)   
  • 5+ years of Gainsight configuration and administration experience, a complex prior initial implementation is a plus  
  • Gainsight NXT Administration Certificate   
  • Working knowledge of Salesforce objects and data  
  • Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software  
  • Experience working in customer success, or equivalent understanding of key customer success principles and standard SaaS business metrics  
  • Demonstrated proficiency in project management, business analysis, and problem-solving  
  • Experience working in cross-functional teams and interacting with senior leadership and managers  
  • 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 
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