Senior Customer Success Systems Specialist (CS Administrator)

What you'll do:

• Design and develop end-to-end solutions within Customer Success platforms supporting the full customer lifecycle (i.e. onboarding, adoption, retention, and renewal)

• Interpret system and business requirements to create detailed technical specifications and design documents, adhering to SDLC. 

• Build and maintain seamless integrations between tools utilized across the Post Sales ecosystem. 

• Lead projects to optimize the post-sales systems portfolio, focusing on automation, scalability, security and user experience.

• Partner with senior leadership to define, refine, and develop a post sales system strategy and a roadmap of key initiatives tied to organizational objectives.

• Serve as systems administrator and SME to cross-functional teams, ensuring proper system utilization and adoption

• Develop and implement automated workflows and processes to streamline Customer Success activities,  improve operational efficiency and improve business outcomes.

• Provide ongoing support and maintenance for Customer Success systems (i.e. Gainsight, ChurnZero, Vitally) and connected applications, ensuring optimal performance and addressing evolving requirements.

• Collaborate closely with Product Analysts, users, and other engineers throughout all project phases, from design and development to testing and deployment.

• Ensure data quality and integrity across all Customer Success tools and the Salesforce platform, providing valuable customer insights.

• Maintain a flexible and proactive approach to adapt to changing project needs and effectively contribute to the team's success. 

• Preferred: Leverage AI-powered solutions to enhance customer interactions, such as chatbots for initial support, predictive analytics for proactive customer outreach, and sentiment analysis for improved customer understanding.

What you'll need:

• BS/BA degree or equivalent experience

• 5+ years of hands-on administration of Customer Success platforms (Gainsight - preferred), CRM and integrated applications. 

• 3+ years of experience leading technical projects

• Expert-level knowledge of platform configuration, customization, and integration capabilities

• Strong background in customer lifecycle management and Customer Success methodologies

• Experience creating complex workflows, reports, and dashboards to drive business outcomes

• Understanding of software development lifecycle and data management best practices

• Experience with customer engagement tracking and automation tools (e.g. Salesloft, Outreach)

• Proven ability to independently lead technical projects from conception to delivery, including solution design and implementation.

• Strong background in developing customer-centric solutions and integrations

• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams.

• Experience with integrating Customer Success platforms with other applications (e.g., Salesforce, TalkDesk, Gong, Staircase, Matik, and ticketing systems like Zendesk or Jira). Required

• Preferred Certifications: Gainsight Associate Admin Certificate, , Gainsight NXT Admin Certificate, Salesforce Administrator

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.