Gainsight Administrator

🔥 2 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🖥️ Administration

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CallMiner

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🛡️ Insurance

🏨 Hospitality

💰 $20M Venture Round on 2022-06

Healthcare • Insurance • Hospitality

CallMiner is a global leader in AI-powered conversation intelligence, offering a comprehensive platform for analyzing omnichannel customer interactions at scale. Their solutions are designed to enhance customer experience by leveraging AI-driven insights for sentiment analysis, compliance, fraud detection, and sales effectiveness, among others. CallMiner's technologies are trusted by leading organizations in various industries such as retail, financial services, healthcare, insurance, travel, and hospitality. With their Eureka Platform, they enable companies to deepen their understanding of customer interactions, connecting insights to actionable business improvements and transformational changes.

📋 Description

• Serve as the primary administrator and subject matter expert for Gainsight • Own Gainsight platform configuration, governance, enhancement planning, and roadmap development with Salesforce Administrators • Configure and maintain Customer 360, Health Scores, Success Plans, CTAs, Rules Engine, Journey Orchestrator, Surveys, Timeline, reporting, and dashboards • Lead the evolution of CallMiner's customer health and risk management framework • Drive AI-enabled customer success capabilities, including AI Follow-Up and future automation initiatives • Partner with Salesforce Administrators to align Salesforce and Gainsight • Serve as a backup Salesforce administrator focused on Customer Success business processes • Manage integrations, data synchronization, and customer lifecycle workflows • Improve account ownership, customer segmentation, renewal tracking, expansion visibility, and customer health management • Support retention, adoption, renewals, and customer outcomes initiatives • Lead strategic initiatives involving Gainsight, Salesforce, and other business systems • Manage projects from requirements gathering through deployment and adoption • Facilitate stakeholder workshops and business process design sessions • Coordinate internal teams, vendors, and implementation partners • Create project plans, milestones, and communications • Ensure successful testing, deployment, and user adoption of new functionality • Develop executive dashboards and operational reporting • Provide visibility into customer health, product adoption, renewal risk, expansion opportunities, customer engagement, and churn indicators • Improve consistency of customer reporting across Gainsight, Salesforce, and other business systems • Identify opportunities to automate manual Customer Success processes • Drive efficiency improvements across onboarding, adoption, renewal, and expansion workflows • Support the transformation of Customer Success processes through technology and automation • Evaluate and implement capabilities that improve customer outcomes and operational efficiency • Create and maintain platform documentation, standards, and governance processes • Assist with user training and enablement programs • Serve as escalation point for platform questions and support needs • Promote best practices throughout Customer Success teams

🎯 Requirements

• Bachelor's degree or equivalent practical experience • 3+ years of Gainsight Administration experience • 5+ years of Salesforce Administration experience • Experience leading enterprise software implementation or optimization projects • Strong understanding of Customer Success and Revenue Operations processes • Experience with customer health scoring, lifecycle management, CTAs, and success planning • Strong business analysis and process improvement skills • Excellent communication and stakeholder management abilities • Ability to work effectively with both technical and non-technical audiences • Gainsight NXT Certification preferred • Salesforce Administrator Certification preferred • Salesforce Advanced Administrator Certification preferred • Experience in a SaaS or subscription-based business preferred • Experience with customer journey orchestration and customer lifecycle analytics preferred • Familiarity with Power BI, Snowflake or equivalent analytics platforms preferred • Project Management experience preferred • Experience leading Customer Success technology transformations preferred

🏖️ Benefits

• Quality medical benefits • Dental benefits • Vision benefits • Life insurance • Disability insurance • Fitness reimbursement programs • Tuition reimbursement programs • 401(k) matching • Generous paid time off (PTO) • Annual volunteer day • Paid maternity leave • Paid parental leave • Inclusive and equitable workplace • Work-life balance support