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Gainsight Administrator



United States · Remote
Posted on Wednesday, June 26, 2024
ProcessUnity is a leading provider of cloud-based risk and compliance management solutions. We specialize in helping organizations manage third-party risk, cybersecurity risk, and enterprise risk through our comprehensive and user-friendly platform. By streamlining risk assessment and mitigation processes, we enable businesses to enhance their risk management strategies to ensure regulatory compliance.
ProcessUnity is looking for a highly skilled Gainsight Administrator to join our Global Customer Services team. The Global Customer Services team is instrumental to the success of the company and a key differentiator. This individual will help design and configure our Customer Success processes and strategies from the ground up, leveraging Gainsight. Come help us build out a best-in-class customer success model.

What You'll Do:

  • Participate in implementation of Gainsight, including data mapping, user acceptance testing, and creating training
  • Design business rules that trigger actions for the Customer Success team to proactively engage with customers
  • Create and manage Gainsight campaigns as needed
  • Develop and generate reports to track key customer success metrics and provide insights for decision-making
  • Collaborate with IT and relevant teams to integrate Gainsight with other organizational systems and tools
  • Train and support internal users on Gainsight features and functionality to ensure effective adoption and usage
  • Configure and maintain the Gainsight platform, including user management, permissions, and data integration
  • Cross functional collaboration (e.g., Sales, Marketing, Product) to align Gainsight usage with business objectives
  • Provide day-to-day end user support to all levels of the organization
  • Generate and analyze reports and dashboards to provide insights into customer behavior, product usage, and team performance
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures

Desired Experience & Skills:

  • BS/BA degree in relevant field (Business, Information Technology, etc.)
  • Prior experience with Gainsight or similar CSM platform highly preferred
  • Strong understanding of customer success principles
  • Ability to handle multiple projects with varying and shifting priorities required
  • Previous Salesforce CRM experience is must
  • Analytical mindset with the ability to derive insights from data
  • Strong organizational, project and time management skills
  • Excellence in providing end user support
  • Clear communicator with excellent written, verbal, and listening skills
Salary range: $80,000 - $110,000 depending on experience
ProcessUnity is committed to providing an inclusive and equitable workplace where people of all backgrounds, identities, and life experiences can thrive. ProcessUnity is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
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