Senior Gainsight Administrator

Anaplan. As the engine behind back-office system connectivity, you might not recognize our name, but our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, and Bayer are just a few of the 2,000+ companies that rely on our best-in-class platform and its native AI capabilities to see, plan, and lead their businesses. By dynamically connecting financial, strategic, and operational plans in real-time, companies trust Anaplan to give them the power to anticipate change, address complexity, deliver operational insights, increase profits, and stay ahead of their competition.

 

What unites Anaplanners across teams and geographies is our commitment to our customers’ success and our collective motivation to achieve ambitious goals. We champion diversity of thought and ideas, and we behave like leaders irrespective of title. When you work for us, you’ll be part of a winning culture that’s dedicated to creating opportunities for our customers, partners, and employees. We hope you’ll join us. Let’s create something incredible together!

Anaplan Inc. is looking for a Senior Gainsight Administrator who will play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as a member of the Customer Success Operations team.

Gainsight Administrators collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices. Gainsight Administrators then train team members and business partners to use the workflows they’ve set up, teach users best practices, ensure successful technical deployments regularly, and engage in daily problem-solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals.

Your Impact:

Solution Design

• Configure, deploy and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, and 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 customer data and trigger actions for the Customer Success team to engage with customers.
• Help users 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.

 

Upkeep 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 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.

 

Your Qualifications:

• Bachelor’s degree, or equivalent experience in a relevant field (g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics).
• Experience as an end-user of a CRM, customer support system, or marketing automation system.
• Gainsight administration experience, or Gainsight Associate Administrator (Level 2) Certification.
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software Experience working in customer success, or equivalent understanding of key customer success principles.
• Demonstrated project management, business analysis, and problem-solving.
• Experience working in cross-functional teams.
• Self-starter, demonstrating leadership of owned projects.
• Excell