Infor

We are seeking a highly skilled Senior Gainsight Administrator to join our team in CSX (Customer Success and Experience). In this role, you will play a crucial part in configuring workflows, collaborating with cross-functional business teams, and translating business requirements into technical designs. Additionally, you will optimize core processes, develop operational knowledge of data and systems, and promote a culture of continuous improvement in Gainsight capabilities.

Key Responsibilities

1. Solution Design:
• Configure, deploy, and administer the Gainsight platform.
• Collaborate with cross-functional end users to gather business requirements impacting Gainsight and other key systems.
• Translate business needs into system configurations, adhering to best practices.
• Identify key metrics, data sources, and data feed frequency.
2. Business Processes:
• Develop new business processes in partnership with Customer Success leadership and cross-functional teams.
• Manage process rollouts and design rules for customer data analysis.
• Help users understand customer health indicators, risk factors, and positive trends.
• Document customer success processes.
3. Upkeep and Support:
• Provide day-to-day support to Gainsight users.
• Handle ad-hoc customizations, core functionality adjustments, and user administration.
• Monitor system performance, data integrity, and user activity.
• Stay updated on Gainsight features and related technologies.
• Identify opportunities for process improvement.

Required Qualifications & Experience:

• Bachelor's degree in Business Administration, Information Technology, or related field.
• Minimum of 3 years of experience as a Gainsight Administrator.
• Proficiency in Gainsight configuration, custom objects, rules engine, and data models.
• Strong understanding of customer success principles, methodologies, and best practices.
• Experience with Salesforce integration, data management, and reporting.
• Proven ability to lead and manage complex projects in a fast-paced environment.
• Excellent communication, presentation, and interpersonal skills.
• Gainsight certifications.