Gainsight Administrator & CX Ops Analyst
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About the Opportunity
As a member of the Customer Experience Operations team, Gainsight Administrator and CX Ops Analyst functions as the system owner for Cribl’s customer success platform Gainsight, and drives the operationalization and optimization of Cribl’s customer success strategies and associated business requirements through Gainsight and associated tools.
As an Active Member of our Team, You Will...
Configure, deploy, and administer the Gainsight platform (reports, dashboards, surveys, end-to-end workflows, systems integrations)
Collaborate with cross-functional users and leaders to gather business requirements for Gainsight, and configure the system to meet those requirements
Manage the roll out of Gainsight within the CX organization including providing documentation and end user training
Identify process improvement opportunities and drive automation and operation scaling with the tool where needed and possible
Document and implement business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
Derive customer insights around customer health and metrics, and provide stakeholders regular updates
Own the Customer Health metrics reporting, analytics and process improvement
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
Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
If You've Got it, We Want It
3-5 years experience in operations for customer success, services, support, sales, or marketing
Gainsight administration experience, with Gainsight Administrator Level 1 & 2 Certifications
Experience in data analysis, business requirements, and design of reports and dashboards
Demonstrated project management, problem-solving and prioritization
Experience working in cross-functional teams
Excellent written and verbal communication and presentation skills
Is highly adaptable to changes and fast paced environments
Bonus Points:
Experience working as a practitioner in customer success, or equivalent understanding of key customer success principles
Hands on end-user experience with a CRM tool such as Salesforce
Understanding of data structures, data modeling, and database management
Animal lover - especially goats of any variety
Salary Range ($91,200 - $145,000)
The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience. In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.
Gainsight Administrator & CX Ops Analyst
To see similar active jobs please follow this link: Remote Consulting jobs
About the Opportunity
As a member of the Customer Experience Operations team, Gainsight Administrator and CX Ops Analyst functions as the system owner for Cribl’s customer success platform Gainsight, and drives the operationalization and optimization of Cribl’s customer success strategies and associated business requirements through Gainsight and associated tools.
As an Active Member of our Team, You Will...
Configure, deploy, and administer the Gainsight platform (reports, dashboards, surveys, end-to-end workflows, systems integrations)
Collaborate with cross-functional users and leaders to gather business requirements for Gainsight, and configure the system to meet those requirements
Manage the roll out of Gainsight within the CX organization including providing documentation and end user training
Identify process improvement opportunities and drive automation and operation scaling with the tool where needed and possible
Document and implement business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
Derive customer insights around customer health and metrics, and provide stakeholders regular updates
Own the Customer Health metrics reporting, analytics and process improvement
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
Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
If You've Got it, We Want It
3-5 years experience in operations for customer success, services, support, sales, or marketing
Gainsight administration experience, with Gainsight Administrator Level 1 & 2 Certifications
Experience in data analysis, business requirements, and design of reports and dashboards
Demonstrated project management, problem-solving and prioritization
Experience working in cross-functional teams
Excellent written and verbal communication and presentation skills
Is highly adaptable to changes and fast paced environments
Bonus Points:
Experience working as a practitioner in customer success, or equivalent understanding of key customer success principles
Hands on end-user experience with a CRM tool such as Salesforce
Understanding of data structures, data modeling, and database management
Animal lover - especially goats of any variety
Salary Range ($91,200 - $145,000)
The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience. In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.