Gainsight Administrator
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
- Play a crucial role in driving value for customers across the lifecycle as a reliable member of the Digital Insights and Operations Team providing Gainsight platform administration and end user support.
- Maintain platform stability and integrity through established processes and tools.
- Collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements.
- Act as a resident Gainsight Subject Matter Expert and Train team members on Gainsight features and recommend best practices around platform usage for the business.
- Ensure reliable platform operations and comprehensive management of tool features.
- Lead with Influence: Develop your leadership skills, inspiring and motivating teams to achieve exceptional results.
- Expand Your Horizons: Gain exposure to diverse work cultures and global business practices.
- Become a Strategic Partner: Build strong relationships with senior leadership and contribute to Qualtrics' overall success.
- Make a Lasting Impact: Leave a legacy of positive change, shaping the future of work for Qualtrics employees worldwide.
- Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations, customer journeys, health scores, user management, Call to Action management and optimization)
- Collaborate internally and cross-functionally to refine and gather business requirements that impact Gainsight and the CRM, and configuring 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
- 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, including recommending features or enhancements during new releases while assuring quality with everything that we build.
- Maintain and optimize system performance and data integrity.
- Maintain documentation for team configurations and processes.
- Proactively managing and resolving any critical bugs or issues with the system.
- Bachelor’s degree, or equivalent experience in a relevant field (e.g., Computer Science, information systems, Mathematics, Software Engineering, Information Technology)
- Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
- 2-3 years of experience in Gainsight platform administration or other enterprise tooling.
- Experience with technical tools in a fast-paced operational environment
- Demonstrated experience in project management or business analysis, driving initiatives to completion.
- Experience working in Customer Success, or equivalent application of understanding customer needs and translating that into tangible outputs.
- Experience working in cross-functional teams.
- Self-starter, demonstrating leadership of owned projects and ability to work independently.
- Excellent written and verbal communication and presentation skills.
- Gainsight administration experience, or Gainsight Administrator (Level 1+) Certification
- Gainsight Community experience
- CRM administration experience or certification
- Experience interacting with senior leadership and managers
- Experience in operations for customer success, sales, support, services, or marketing
- Experience in data analysis, business intelligence, and design of reports and dashboards
- Understanding of data fundamentals, including ETL, data structures, data modeling, and database management
- Experience with SQL and/or Python
- We enjoy problem solving and working as a team to find the best solution that not only works from a technical standpoint, but also meets the needs of our customer-facing teams. We have a passion for technology and the ability to properly explain technical tasks to non-technical stakeholders.
- We love to collaborate with teams across the organization while also being able to work independently and be a self-starter.
- We are introducing new ways of working within the Customer Success org and the Digital Insights & Operations team plays a key role in enabling our frontline teams to deliver Customer Success effectively and at scale.
- Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration
- Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
- Experience bonus to be used for an “Experience” of your choosing every year.
Average salary estimate
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