Gainsight Administrator - Axon
San Francisco, CA
About the Job
Join Axon and be a Force for Good.
At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Your Impact
Our Customer Success organization is dedicated to delivering excellence. We're committed to driving product adoption, mitigating risk, and ensuring customer satisfaction. Gainsight plays a pivotal role in achieving these goals by streamlining our daily operations and enhancing the customer experience.
As a Gainsight Administrator, you'll be the go-to for all things Gainsight, collaborating closely with our Global Customer Success team to understand their unique requirements and translate them into actionable configurations within the platform. You'll have a significant impact and earn trust by taking the requirements and implementing them in Gainsight, seamlessly integrating data from multiple sources while adhering to Gainsight best practices.
What You'll Do
Location: Remotely in the U.S. from Boston, MA, Scottsdale, AZ, Seattle, WA, Denver, CO, Atlanta, GA, or San Fransisco, CA.
Reports to: Manager, Customer Operations
Direct Reports: 0
Leadership and Collaboration:
- Serve as a subject matter expert and trusted advisor on Gainsight best practices, functionality, and capabilities.
- Collaborate closely with customer success, sales, product, and other cross-functional teams to align Gainsight initiatives with broader business objectives.
- Identify which processes to rollout and when, providing supporting documentation and training as needed.
Maintenance and Support
- Manage user accounts, groups and security settings in Gainsight
- Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
- Provides day-to-day end user support to all levels of the organization
Gainsight Configuration and Optimization:
- Lead the architecture and configuration of Gainsight's platform to support customer success objectives.
- Design and implement scalable solutions within Gainsight, including Customer 360, Journey Orchestrator, automated CTAs, dashboards, and other modules.
- Design business rules that analyze customer data and trigger actions for the customer success team to proactively engage with customers
- Continuously optimize Gainsight workflows, rules, and automations to improve operational efficiency and effectiveness.
Data Management, Integration, and Analytics:
- Architect and manage the integration between Gainsight, Salesforce, and other systems to ensure seamless data flows.
- Help determine the most significant contributors to overall customer health, and configure a customer health scorecard that reflects customer data, risk of churn, and positive trends.
- Develop and maintain reports, dashboards, and analytics within Gainsight and Salesforce to track key customer success metrics and KPIs.
What You Bring
- 3+ years of experience as a Gainsight Administrator, 1 year of Salesforce.com configuration and administration
- Gainsight Certified Administrator
- College degree or equivalent work/technical experience
- Experience with Salesforce-Gainsight integration, data modeling, and data management
- Expertise in configuring, customizing, and optimizing Gainsight, including advanced modules and functionalities
- Ability to work cross-functionally to understand business requirements and translate them to effective use of applications
- Takes high degree of ownership over your work with strong problem-solving abilities and attention to detail
- Excellent communication and collaboration skills, with the ability to work effectively with multiple stakeholders
Benefits that Benefit You
- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
The Pay: Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The starting base pay for this role is between USD 88,000 in the lowest geographic market and USD 132,000 in the highest geographic market. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit www.axon.com/careers/benefits.
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
