Salesforce Administrator – Customer Success

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia has been named a top software company by The Software Report and rated a leader by the analyst community. Acquia’s Center of Excellence is a Great Place to Work certified organization. We are Acquia. We are building for the future and we want you to be a part of it!

Overview

As a Business Systems Analyst – Customer Success , you will play a crucial role within our Revenue Operations team helping our Customer Success Managers, Account Managers and Technical Account Managers with platform support, program implementations, reporting and overall deployment. You will bring your desire to improve our customer experiences with your perspective and knowledge of the platform to expand usage and help CSM/AM/TAM teams drive value for customers throughout their lifecycle.

Some of your responsibilities will include:

Key Responsibilities

• You'll team up with our Senior Gainsight Administrator and collaborate with people from different departments to come up with new and improved ways of doing things. 

• You'll be a part of our processes to set up and manage our Gainsight platform that may include configuring, deploying, and administering the Gainsight platform (system configuration, reports, dashboards, scorecards, end-to-end workflows, systems integrations).

• Monitor system performance, data integrity, user activity, and product requests. Including Program, CTA, Dashboard reviews plus Chair-sides

• Help in developing training sessions to show our team members how to use our workflows like a pro. You'll share tips and tricks, making sure everyone gets the most out of Gainsight.

• You'll oversee keeping track of all our Customer Success processes, making sure everything is mapped out and documented clearly.

• You'll design smart rules that analyze all the data we collect from our customers and trigger actions for the Customer Success team to engage with customers.

• We're always growing and changing, so you'll stay up to date on all the latest Gainsight features and tech trends. 

Qualifications

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• Experience working in customer success, Revenue operations, Marketing Operations or equivalent understanding of key customer success & account management principles.

• Demonstrated experience with project management, business analysis, and solving problems with a systems mindset.

• Understanding of data structures, data modeling, and database management is a nice to have.

• Gainsight Associate Administrator (Level 1) Certification desired but not required. Have a natural curiosity in how to improve how Acquia can engage our customers and prospects as well as create efficiency in processes.

• 1+ years Gainsight administration experience or related CS/AM program deployments (using other tools) is a plus

• Experience with Gainsight PX/CS integration is a plus.

Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.