Customer Success Systems Analyst

Job Overview

In this role, you will be responsible for leading the configuration and administration of Gainsight. Your primary goal will be to establish effective, productive, and easily measurable business processes with an enhanced user experience. You will serve as the subject matter expert for our Customer Success and Implementation Managers (post-sales team) and will work in close partnership with the CS Strategy Operations team members. Additionally, you will collaborate cross-functionally such as a data engineering/ integration team to identify and gather data requirements to input into Gainsight to increase customer success productivity.

The ideal candidate should be a problem solver with project management skills, possess strong hands-on knowledge in configuring Gainsight to solve complex business problems, and enhance the productivity of the CS team. This role will require working across India, EMEA and US timezones. The ideal candidate should be comfortable with some overlap between India and US working hours.

Responsibilities

• Design and implement business processes and rules in collaboration with CS and implementation leaders.
• Proactively and continuously improve existing automations, processes, and user adoption of new and existing Gainsight features.
• Serve as a subject matter expert to answer questions, troubleshoot issues, provide data, and resolve problems.
• Utilize the analytics capabilities of various tools in the ecosystem to gather, analyze, and present actionable insights on end-user engagement, trends, and patterns.
• Assist sales/CS teams in understanding factors contributing to customer health, sources of risk/churn, and identifying positive trends.
• Develop reports and dashboards within Gainsight, Salesforce and other CS tools.
• Manage the rollout process and strategically plan sprint cycles.
• Oversee day-to-day activities such as user administration, security, and permissions.
• Build strong relationships with internal stakeholders to foster collaboration and achieve adoption goals.
• Project manage and drive cross-functional alignment and change management in partnership with post-sales leadership.
• Maintain comprehensive documentation of Gainsight configurations, rules, workflows, and business processes to ensure long-term scalability.
• Stay updated on industry trends, best practices, and emerging tools and technologies related to customer experience.

Basic Qualifications

• Over 4 years of hands-on development experience with Gainsight and other CS operations tools
• Gainsight CS Admin Certification (Level 2 or Level 3 preferred)
• Proven project management experience with a history of leading and delivering complex initiatives independently
• Experience with various CRM tools and databases (Salesforce, Gong, Databricks) that are typically integrated with Gainsight
• Ability to read SQL queries and skilled in extracting and analyzing data from Gainsight, Databricks, Looker (or similar systems) to identify customer trends, risk indicators, and utilization patterns
• Strong organizational skills and ability to manage multiple projects simultaneously
• Experience communicating effectively with stakeholders at all levels, including executives
• Demonstrated strong strategic thinking and problem-solving skills.

Preferred Qualifications

• Bachelor’s degree in business and data analytics, or equivalent experience
• Admin experience or certification with other CRM systems (like salesforce) 
• Experience with other CS/ Post Sales tools such as Matik, Rocketlane and so on..
• Be comfortable with big data sets and writing SQL queries
• Experience working in Agile methodologies, roadmap planning and using tools such as Jira/ ServiceNow
• Demonstrated history of creating rapport with team members and senior leadership

If this opportunity interests you, you might like these courses on Coursera:

• Business Metrics for Data-Driven Companies
• Influencing: Storytelling, Change Management and Governance Specialization
• Reports, Dashboards, and Customer Success in Salesforce
• Strategic Planning and Execution

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