Client Success Tools Administrator

2 days ago

Manila, National Capital Region, Philippines Tyler Technologies Full time

Description
Responsibilities

  • Gainsight Administration or similar tool (i.e. ChurnZero, Totango, Custify, Planhat, Vitally, HubSpot, etc.): Serve as the primary system administrator for the Gainsight platform. Handle all aspects of configuration, including creating and managing rules, playbooks, surveys, journey orchestrator, reports, and dashboards.
  • System Optimization: Proactively identify opportunities to improve and enhance the Gainsight environment. Implement and test new features and functionalities to support the evolving needs of the Client Success team.
  • Data Management & Integrity: Manage the integration of Gainsight with our Microsoft Dynamics 365 CE and other data sources. Ensure data accuracy, build and maintain data models, and troubleshoot any data-related issues to maintain a single source of truth. Take ownership of our Power BI reports.
  • User Support & Enablement: Provide training and ongoing support to the Client Success team to ensure they are effectively utilizing the platform. Develop documentation, training materials, and best practice guides for end-users.
  • Reporting & Analytics: Develop and maintain reports and dashboards to track key customer health metrics and team performance. Translate business requirements into technical specifications and deliver actionable insights to leadership.
  • Strategic Collaboration: Partner with cross-functional teams, including Client Success, Sales, Support, Implementation, and Development, to understand their needs and translate them into effective solutions within Gainsight.

Qualifications

  • Required Experience: 2+ years of hands-on experience as a Gainsight Administrator (NXT) or similar tool (i.e. ChurnZero, Totango, Custify, Planhat, Vitally, HubSpot, etc.).
  • Certification: Gainsight NXT Administrator (Level 3) certification is a major plus.
  • CRM Knowledge: Deep understanding of CRM platforms, particularly Microsoft Dynamics, and how they integrate with Gainsight.
  • Technical Skills: Strong understanding of data management principles, data structures, and business intelligence concepts. Ability to build complex rules, Power BI reports, and Azure Data Lake Models.
  • Problem-Solving: Excellent analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
  • Communication: Strong communication and interpersonal skills, with the ability to train and support non-technical users.
  • Education: Bachelor's degree in Business Administration, Information Systems, or a related field, or equivalent practical experience.

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