Senior Sales Systems Analyst, Gainsight Administrator

About the team

The ASA (Agent Software and Advertising) organization at Zillow empowers real estate professionals through marketing, sales, and productivity offerings, with a focus on our Showcase and Premier Agent buyer leads products. We partner closely with real estate professionals to ensure successful adoption and utilization of our solutions, driving their business growth.

About the role

The Senior Sales Systems Analyst will be responsible for orchestrating the operating system that enables our Customer Success and Implementation teams to scale effectively, with a particular focus on Gainsight within multiple CRM instances. We're looking for a process and data-driven operations professional who thrives in a fast-paced, collaborative environment.

In this role, you'll coordinate Gainsight operations across our Customer Success functions, drive the deployment of scalable processes and technology, and monitor process performance through critical metrics. You'll work cross-functionally with Customer Success, Sales Enablement, Date Engineering, Product, and Support to align systems and workflows to business goals.

What You'll Do:

• Configure, deploy, and administer the Gainsight platform, including end-to-end workflows, system integrations,  reporting, and dashboards,.

• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

• Collaborate with Customer Success stakeholders to identify key metrics, data sources, and the granularity of data feeds to power Gainsight

• Manage day-to-day support of frontline users, including field questions, ad-hoc requests, user administration, security and permissions.

• Drive platform utilization by identifying opportunities, recommending features/enhancements for new releases, and ensuring build quality.

• Maintain documentation for team configurations and processes.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $81,200.00 - $129,800.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• A systems thinker with demonstrated experience connecting data and/or systems to drive automation and business outcomes.

• Demonstrated experience independently managing cross-functional projects from planning through execution.

• Proficiency in data analysis tools such as Google Sheets, Excel, and/or Tableau 

• An analytical problem solver comfortable tackling ambiguous, complex opportunities and driving the analysis.

• Advanced communicator with ability to use data to tell a compelling story.

• Experience managing stakeholders and priorities in a matrix environment with multiple influencers.

• Intellectual curiosity, with a strong desire to learn new processes and systems.

Qualifications:

• 2+ years of experience with Customer Success platforms (e.g., Gainsight, Totango)

• 3+ years of experience in Sales or Customer Operations in the SaaS or Real Estate industry.

• Strong written and verbal communication skills, including presenting to senior leadership.

• Highly organized and self-directed, with the ability to work across all levels of the organization.

• Collaborative approach and ability to communicate proactively across teams.

• Strong attention to detail and ability to meet tight deadlines.

• Skilled at identifying process or system improvements and taking initiative t