Customer Success Gainsight Administrator

Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences built on trust, privacy, and accessibility. Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years. Want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
As the Gainsight System Administrator on the Customer Success Operations team, you will fill a crucial role in driving value for customers across the lifecycle. In this role, you will collaborate with Customer Success stakeholders and cross-functional business teams to develop system strategies and craft the associated business requirements. You will then translate these requirements into technical designs to implement in Gainsight and integrated systems like Salesforce, while adhering to systems administration best practices. To ensure adoption, you will train team members and business partners to use the functionality to run their daily practice. Ensuring successful technical deployments and engaging in daily problem solving with the Customer Success Operations team and systems teams will help the team use the system productively. You will also work with the Business Intelligence team to create reports and dashboards in Gainsight and Tableau to assist our leaders in making important business decisions. You will be a key member of various projects that optimize our systems infrastructure, streamline our data, and he

What you’ll do:

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
• Work with the Associate Systems Administrator to plan the Gainsight roadmap and sprints
• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and configure the system to meet those needs
• Develop new business processes in partnership with Customer Success leadership and cross-functional teams
• 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 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 releases

What you'll need

• 1-5 years of experience, with a good knowledge of the SaaS business model and KPIs 
• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science)
• Experience with administering Gainsight
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
• Experience working in Customer Success and with cross-functional teams (e.g., Sales Operations, Marketing, Customer Experience, BI)
• Self-starter, demonstrating leadership, project management and business analysis
• Excellent written and verbal communication. We are a global team that is widely distributed across geographies and time zones, so strong communication is key to our success.
• Strategic thinking and prioritization
• Problem solver with a systems mindset and strong analytical skills

What would make you stand out from the crowd?

• Gainsight experience as an end-user
• Gainsight administration certifications
• CRM administration experience or certification
• Customer-facing experience, especially as a Customer Success Manager
• Experience interacting with senior leadership and managers
• Experience in operations for customer