Gainsight Administrator & CX Ops Analyst - 5390259004_10-6854

$91,200 - $91,200/Yr

Cribl - Boise, ID

Full-time - Mid Level

Boise, ID

About the position

The Gainsight Administrator & CX Ops Analyst at Cribl is responsible for managing and optimizing the Gainsight customer success platform. This role involves collaborating with cross-functional teams to gather business requirements, configuring the system, and driving operational improvements to enhance customer success strategies. The position requires a blend of technical skills, data analysis, and project management to support the Customer Experience Operations team effectively.

Responsibilities

• Configure, deploy, and administer the Gainsight platform including reports, dashboards, surveys, and workflows.
• Collaborate with cross-functional users and leaders to gather business requirements for Gainsight and configure the system accordingly.
• Manage the rollout of Gainsight within the CX organization, providing documentation and end-user training.
• Identify process improvement opportunities and drive automation and operational scaling with the tool.
• Document and implement business rules that analyze customer data and trigger actions for the Customer Success team.
• Derive customer insights around customer health and metrics, providing regular updates to stakeholders.
• Own the Customer Health metrics reporting, analytics, and process improvement.
• Manage day-to-day support of Gainsight users, including fielding questions and implementing core functionality.

Requirements

• 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 skills.
• Experience working in cross-functional teams.
• Excellent written and verbal communication and presentation skills.
• Highly adaptable to changes and fast-paced environments.

Nice-to-haves

• 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.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Life insurance
• Paid holidays
• Paid time off
• Fertility treatment benefit
• 401(k)
• Equity
• Eligibility for a discretionary company-wide bonus