Gainsight Administrator (Remote)

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact 

Our Customer Success organization is dedicated to delivering excellence. We're committed to driving product adoption, mitigating risk, and ensuring customer satisfaction. Gainsight plays a pivotal role in achieving these goals by streamlining our daily operations and enhancing the customer experience.

As a Gainsight Administrator, you'll be the go-to for all things Gainsight, collaborating closely with our Global Customer Success team to understand their unique requirements and translate them into actionable configurations within the platform. You’ll have a significant impact and earn trust by taking the requirements and implementing them in Gainsight, seamlessly integrating data from multiple sources while adhering to Gainsight best practices. 

What You’ll Do

Location: Remotely in the U.S. from Boston, MA, Scottsdale, AZ, Seattle, WA, Denver, CO, Atlanta, GA, or San Fransisco, CA. 
Reports to: Manager, Customer Operations
Direct Reports: 0

Leadership and Collaboration:

• Serve as a subject matter expert and trusted advisor on Gainsight best practices, functionality, and capabilities.
• Collaborate closely with customer success, sales, product, and other cross-functional teams to align Gainsight initiatives with broader business objectives.
• Identify which processes to rollout and when, providing supporting documentation and training as needed.

Maintenance and Support 

• Manage user accounts, groups and security settings in Gainsight 
• Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements 
• Provides day-to-day end user support to all levels of the organization

Gainsight Configuration and Optimization:

• Lead the architecture and configuration of Gainsight's platform to support customer success objectives.
• Design and implement scalable solutions within Gainsight, including Customer 360, Journey Orchestrator, automated CTAs, dashboards, and other modules.
• Design business rules that analyze customer data and trigger actions for the customer success team to proactively engage with customers 
• Continuously optimize Gainsight workflows, rules, and automations to improve operational efficiency and effectiveness.

Data Management, Integration, and Analytics:

• Architect and manage the integration between Gainsight, Salesforce, and other systems to ensure seamless data flows.
• Help determine the most significant contributors to overall customer health, and configure a customer health scorecard that reflects customer data, risk of churn, and positive trends. 
• Develop and maintain reports, dashboards, and analytics within Gainsight and Salesforce to track key customer success metrics and KPIs.

What You Bring

• 3+ years of experience as a Gainsight Administrator, 1 year of Salesforce.com configuration and administration
• Gainsight Certified Administrator
• College degree or equivalent work/technical experience
• Experience with Salesforce-Gainsight integration, data modeling, and data management 
• Expertise in configuring, customizing, and optimizing Gainsight, including advanced modules and functionalities
• Ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Takes high degree of ownership over your work with strong problem-solving abilities and attention to detail
• Excellent communication and collaboration skills, with the ability to work effectively with multiple stakeholders

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental lea