Gainsight Administrator

Your Role:

SolarWinds is looking to hire Gainsight Administrator.
SolarWinds is an IT firm that develops software for firms to help manage their systems, networks, and information technology infrastructure. The company offers solutions such as configuration, network performance monitoring, virtualization, database management, security, and hosted logs.

The Gainsight Administrator will work as part of a team dedicated to ensuring that we are maximizing efficiency and capitalizing on the full features and benefits of Gainsight platform based on the various business and user needs. We are seeking someone with excellent technical and communication skills who can interface directly with internal stakeholders to understand their requirements to administer Gainsight and integrate with SFDC accordingly.

Your Impact:

• Oversight of Gainsight daily operations and system performance.
• Perform day-to-day administration, configuration and troubleshooting of our Gainsight environment.
• Collaborate with other team members to understand needs, requirements, and business processes for our Salesforce instance.
• Responsible for internal communication on system i.e., bug fixes and new features.
• Responsible for process documentation on Gainsight system.
• Understand the Gainsight integration with Salesforce, ensuring that each systems primary purpose and integrity is maintained (Salesforce is system of record for business).
• Own the development and maintenance of Journey Orchestrator programs to support our tech-touch customers.
• Create automated workflows for business processes to improve efficiency and efficacy of the Customer Success team.
• Recommend and prioritize the implementation of new features and functionality.
• Work in an agile and dynamic environment to facilitate timely responses to changing project requirements.
• Collaborate with Operations Team and CSM stakeholders on key projects.
• Work with internal systems team as well as Gainsight support to address break/fix issues and bugs.
• Provide technical and functional support to users of Gainsight and related applications.
• Actively participate in change management (communications, online help, UAT, training, etc.) to support program rollouts in partnership with Sales Operations and other business operation teams.
• Elicit continuous system and process improvement requirements using cross-departmental workshops, use cases, process documentation, business analysis, and task and workflow analysis.
• Work on various ad hoc Gainsight projects with primary emphasis on continuity of customer success team operations.
• Propose new projects and ideas to further facilitate potential growth through more scalable solutions.
• Support Gainsight implementation roadmap through to deployment, user adoption, and ongoing improvements.

Your Experience:

• 3 to 5 years Gainsight administration experience is must.
• Salesforce experience is must.
• Experience in understanding of Salesforce Security model and Gainsight security is key and best practices.
• Strong Experience of Gainsight Journey Orchestrator programs.
• Must possess ability to work independently in a fast-paced, dynamic environment.
• Passion for leading and driving to results, with ability to analyze systems and processes for inefficiencies leading to clearly communicated recommendations for solutions or improvements using either new or existing technology.
• Ability to manage change in an agile environment with global stakeholders.
• Excellent skills in self-audit careful documentation of process, testing changes thoroughly, and ability to interpret results to verify accuracy or identify anomalies.
• Fluent in spoken and written English

Additional Knowledge & Skills

• Gainsight Certified is preferred.