Gainsight Administrator

Who we are:

M-Files is a global leader in information management. The M-Files meta-driven document management platform enables knolwedge workers to instantly find the right information in any context, automate business proceeses, and enforce information control. This provides businesses with a competitive advantage and substaintal ROI as they deliver better customer experiences and higher-quality work with lower risk.

To learn more about us we encourage you to visit, www.m-files.com. To learn more about how we became a Certified Great Place To Work visit: Working at M-Files | Great Place To Work.

Summary of the role:

We are looking for a Gainsight Administrator to join our Customer Success Management team within Marketing Operations. This critical role supports driving value for customers across the lifecycle. This role will collaborate with cross-functional business teams to provide key insights, success metrics and customer health indicators. You will develop workflows that support and help automate the customer success program.

The role will be supporting the rollout of processes and tools alongside the Project Manager (PM), the rollout is scheduled for August 2023. You will be responsible for the administration, architecture, and governance of Gainsight as well as the setup, scalability and performance of the platform. This position is also responsible for supporting SFDC reporting needs of the Customer Success Management function and interfacing with IT on PBI Dashboard needs.

This is a fully remote role with the ability to work anywhere in the United States, with some occasional travel for events and internal meetings will be required. The role will report to our Senior Manager, Marketing Operations.

What you will be doing/Responsibilities and Duties:

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, and systems integrations).
• Monitor system performance, data integrity, and user activity and suggestions from users to make recommendations and foster continuous improvement. Collaborate with cross-functional end-users to gather ongoing business requirements and a release roadmap. Identify opportunities for improvement of existing tools and processes, including adoption of new features in each Gainsight major release.
• Develop new business processes in partnership with Customer Success Management leadership and cross-functional teams. Help users understand contributors to customer health, sources of customer risk/churn and positive trends.
• Design business rules that analyze customer data and trigger actions for the Customer Success Management team
• Manage day-to-day support of Gainsight users.
• Maintain expertise in Gainsight and other relevant software as it pertains to Customer Success Management processes including training and being an active participant in the Gainsight user community.
• Mange the Gainsight contract and vendor relations.
• Triage SFDC reporting needs and deliver reports accordingly.
• Act as a liaison with the M-Files IT department on PBI and data needs.

Requirements

• Bachelor's Degree or higher in technology-related field or relevant experience in implementing business systems
• Minimum 5 years’ experience with Gainsight, Salesforce Service Cloud including optimizing user experience to reduce overall support/service process friction
• Candidates with Salesforce Admin experience can be trained on the job regarding Gainsight Admin skills
• Deep understanding of support, service/success systems and how they are best integrated with Salesforce (ex: Salesforce CRM, Gainsight, Imparter, Zoom phone etc.)
• Demonstrated ability to deliver on project requirements and lead operations support, by working with development, integration, and admin team.
• Experience in building strong working relationships with business partners, application users, project managers, internal IT team, external application vendors.
• Experienced in implementing and sustaining best of breed SaaS applications implementations in an enterprise environment.
• Customer Success Business acumen is helpful
• Strong consultative and advisory skills
• Excellent written and verbal communications.
• Ability to move quickly and adapt to changing priorities

Benefits

We are a global company with Finnish roots and with our own product that we are greatly proud of!

By joining M-Files, you will get