Senior System Administrator (Gainsight)

ABOUT ARTERA

Our Mission: Make healthcare #1 in customer service.

What We Deliver: Artera (formerly WELL Health®) is the patient communication platform that delivers happier staff, healthier patients, and more profitable organizations. We enable two-way conversations between patients and their healthcare teams through secure, multilingual messaging across multiple channels – including text, email, and telephone. By unifying disjointed touchpoints into a single, intuitive channel, Artera fuels connected patient experiences and empowers organizations to deliver the best customer service imaginable. 

Our Impact: Artera helps 500+ healthcare providers facilitate more than 1 billion messages for 40+ million patients annually. 

Our award-winning culture: In 2021, Artera was named #10 on the Forbes list of America’s Best Startup Employers, as well as being named one of Deloitte’s Fast 500 (#133). Artera was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In in 2022, and has been ranked on the Inc. 5000 list of fastest-growing private companies for three consecutive years.

SUMMARY

Artera’s Customer Experience team is looking for an experienced Gainsight Administrator to join our growing organization. You will help develop and drive usage of the Gainsight tool to help Customer Success ensure customer retention, growth, and overall customer satisfaction.

You will be responsible for the architecture and configuration of Gainsight and related aspects in Salesforce. This includes implementation, management of business processes, and maintenance and support. 

This position is an exciting opportunity if you are looking to be at the forefront of healthcare technology and are passionate about technology and customer satisfaction.  

RESPONSIBILITIES

• 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 Artera’s customer data and trigger actions for the Customer Success team to engage with customers. 
• Help users/stakeholders 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. 
• Support business strategy development for the business by manage mapping, documenting, implementing, and providing enablement on customer success processes and procedures.
• Maintenance 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 (Salesforce) 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 release. 
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
• Help prepare and train the Customer Success team to roll out additional processes or functionality.
• Provide day-to-day end user support and training to all levels of the organization.

REQUIREMENTS

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, d