Gainsight PX Administrator

Who We Are; What We Do; Where We’re Going

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving over 4,000 customers in over 100 countries, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you! 

The Opportunity

Magnet Forensics is seeking a highly motivated Gainsight Administrator to join our growing Product Operations team. In this role, you will play a critical role in configuring, maintaining, and optimizing our Gainsight PX platform to maximize its value for our Product Management initiatives. You will collaborate closely with cross-functional teams to translate business goals into actionable strategies within Gainsight, ensuring our data is clean, organized, and readily available for insightful reporting and analysis.

Note: This position is remote with an Eastern Time Zone preference.

Who You Are:

• You have knowledge of how to leverage integrations between product adoption tools and other third-party platforms like Salesforce;

• You demonstrate an ability for rapid, self-driven, experiment-driven learning of unfamiliar systems/software;

• You have experience working with product managers, software engineers, and customer success teams. Cross-collaboration with marketing, demand generation, and sales (GTM) will also likely be necessary;

• You enjoy solving the most complex problems, providing end-to-end management from requirements gathering to development, implementation, and training;

• You can juggle multiple priorities and are excited to work in an environment where change is constant;

• You are highly analytical and can leverage data to inform decisions.

Key Responsibilities:

• Platform Configuration and Maintenance: Responsible for configuration and deployment, system updates, setting up users, roles, and permissions;

• Analytics and Reporting: Use the platform's analytics tools to track product usage, customer behavior, and engagement metrics and generate reports for key stakeholders;

• Feedback Management: Implement and manage customer feedback mechanisms, such as in-app surveys and Net Promoter Score (NPS) surveys. Leverage results to identify trends, user pain points, and opportunities for product enhancement;

• Asset Management: Monitor and manage asset utilization across the platform, ensuring efficient use of resources and tools, and documenting configurations, processes, and best practices;

• User Training and Support: Be a resource to provide training and support to other users and teams within the organization to maximize the effective use of Gainsight PX. Address technical issues and user queries;

• Integration and Automation: Integrate Gainsight PX with other business systems like Gainsight CS and CRM systems (e.g., Salesforce), customer support, and analytics tools to create a seamless data flow and set up automated workflows to streamline processes and improve efficiency.

Required Qualifications:

• 3+ years of Gainsight PX, Pendo, or similar administration experience;

• Excellent analytical and problem-solving skills;

• Experience with data management and reporting tools;

• Experience working with and understanding common CRM systems (e.g., Salesforce);

• Excellent communication and collaboration skills;

• Ability to work independently and manage multiple priorities;

• You can see the big picture, identify and communicate trends, opportunities, and gaps. You can also zoom in to provide tactical recommendations;

• You enjoy being part of a team, are dedicated to the mission, and like to have fun along the way.

Nice to Haves:

• Strong understanding of product-led growth methodologies and best practices;

• Proficiency in SQL queries a plus;

• Understanding of data structures, data modeling, and database management;

• Report Builder and Data Designer (in CS).

Compensation & Benefits:

• The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

Compensation Range:

MIN: $104,000 - MID: $130,000 - MAX: $156,000 USD

MIN: $87,200 - MID: $109,000 - MAX: $130,800 CAD

Magnet Forensics is proud to offer Benefits such as:

• Generous Time Off Policies;

• Competitive Compensation;

• Volunteer Opportunities;

• Reward and Recognition Programs; 

• Employee Committees & Resource Groups;

• Healthcare and Retirement Benefits. 

The Most Important Thing

We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:

CARE – We care about each other and our mission to make a difference in the world.

OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.

DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.

EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.

We’re committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.

Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.

We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. If you require accommodation, please let our talent team know, or you can email aoda@magnetforensics.com.

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.