Gainsight Customer Success Administrator - Trimble Inc.
Westminster, CO
About the Job
Your Title: Gainsight Customer Success Administrator
Job Location: Portland, OR or Westminster, CO
Our Department: AECO
Do you love building scalable customer-centric journeys to drive strong
partnerships and adoption of SaaS solutions? The Customer Success
Organization's mission is to nurture, retain and grow our customers by
deepening adoption of our products and providing value throughout their
journey. We do this as a liaison for our valued customers to ensure they are
set up for success. But in an environment of tens of thousands of customers,
building scale is critical as human led journeys are not scalable across the
entire customer base. This is why we are bringing Gainsight CS into
Trimble's Construction sector to not only help manage our customer base but
build customer journeys and automation for a proactive digital engagement
strategy with the customer's goals in mind.
What You Will Do
We are seeking a dedicated and detail-oriented Gainsight CS Administrator to
join our Customer Success Organization. The ideal candidate will be
responsible for the administration, configuration, and optimization of
Gainsight CS, ensuring that our Customer Success Managers (CSMs) have
the tools they need to engage with customers effectively. This role will also
involve building out and maintaining customer journeys, automating
workflows, and analyzing customer data to drive actionable insights.
Reporting to the Manager of Customer Success Operations, you will
collaborate with Customer Success leaders and your Digital Success peers to
design and deliver 'digitally-led' customer experiences - it's a mix of
data analytics, process analysis and improvement, and Customer Success.
The goal is to design digital journeys for onboarding, adoption, renewals, and
Customer Journey Orchestration & Automation:
Build and manage automated journeys and Gainsight campaigns that align with
our customer lifecycle stages
Implement automated workflows and interactions to streamline CSM engagement,
including onboarding, renewals, and upsell opportunities
Collaborate with CSMs and leaders to understand business needs and translate
them into Gainsight configurations
Gainsight Administration:
Administer Gainsight CS , including user management, configuration, and
updates
Ensure data integrity through data uploads, system integrations, and audits
Configure and maintain Gainsight dashboards, reports, and scorecards to
provide insights into customer health, product usage, and CSM performance
System Optimization:
Continuously optimize Gainsight processes to improve efficiency and
effectiveness
Monitor system performance and troubleshoot any issues that arise, ensuring
minimal downtime and maximum productivity
Stay up-to-date with Gainsight product updates and new features
Reporting & Analysis:
Develop and maintain custom reports and dashboards to track key metrics,
such as customer health scores, churn risk, and team performance
Analyze data to identify trends and improve retention and engagement
Provide insights and recommendations to leadership team based on data analysis
What Skills & Experience You Should Bring
Must have 2+ years of experience in Gainsight administration
Gainsight Administrator Certification is a plus
Strong understanding of customer success principles
Understanding of customer journey mapping and digital engagement strategies
Familiarity with SQL, APIs, data management and system integration
Exceptional communication and presentation skills (both written and
verbal) with the ability to translate complex concepts into user-friendly
content
Ability to collaborate cross-functionally
Highly organized and self-directed with proven ability to manage and
prioritize multiple tasks in a fast-paced environment
Be innovative, persuasive, creative, and have a genuine curiosity
Goal and results-oriented, optimistic, embraces change and leads with a
growth mindset
Proficiency in Salesforce and G-Suite highly preferred
About our Construction Software sector
Job Location: Portland, OR or Westminster, CO
Our Department: AECO
Do you love building scalable customer-centric journeys to drive strong
partnerships and adoption of SaaS solutions? The Customer Success
Organization's mission is to nurture, retain and grow our customers by
deepening adoption of our products and providing value throughout their
journey. We do this as a liaison for our valued customers to ensure they are
set up for success. But in an environment of tens of thousands of customers,
building scale is critical as human led journeys are not scalable across the
entire customer base. This is why we are bringing Gainsight CS into
Trimble's Construction sector to not only help manage our customer base but
build customer journeys and automation for a proactive digital engagement
strategy with the customer's goals in mind.
What You Will Do
We are seeking a dedicated and detail-oriented Gainsight CS Administrator to
join our Customer Success Organization. The ideal candidate will be
responsible for the administration, configuration, and optimization of
Gainsight CS, ensuring that our Customer Success Managers (CSMs) have
the tools they need to engage with customers effectively. This role will also
involve building out and maintaining customer journeys, automating
workflows, and analyzing customer data to drive actionable insights.
Reporting to the Manager of Customer Success Operations, you will
collaborate with Customer Success leaders and your Digital Success peers to
design and deliver 'digitally-led' customer experiences - it's a mix of
data analytics, process analysis and improvement, and Customer Success.
The goal is to design digital journeys for onboarding, adoption, renewals, and
Customer Journey Orchestration & Automation:
Build and manage automated journeys and Gainsight campaigns that align with
our customer lifecycle stages
Implement automated workflows and interactions to streamline CSM engagement,
including onboarding, renewals, and upsell opportunities
Collaborate with CSMs and leaders to understand business needs and translate
them into Gainsight configurations
Gainsight Administration:
Administer Gainsight CS , including user management, configuration, and
updates
Ensure data integrity through data uploads, system integrations, and audits
Configure and maintain Gainsight dashboards, reports, and scorecards to
provide insights into customer health, product usage, and CSM performance
System Optimization:
Continuously optimize Gainsight processes to improve efficiency and
effectiveness
Monitor system performance and troubleshoot any issues that arise, ensuring
minimal downtime and maximum productivity
Stay up-to-date with Gainsight product updates and new features
Reporting & Analysis:
Develop and maintain custom reports and dashboards to track key metrics,
such as customer health scores, churn risk, and team performance
Analyze data to identify trends and improve retention and engagement
Provide insights and recommendations to leadership team based on data analysis
What Skills & Experience You Should Bring
Must have 2+ years of experience in Gainsight administration
Gainsight Administrator Certification is a plus
Strong understanding of customer success principles
Understanding of customer journey mapping and digital engagement strategies
Familiarity with SQL, APIs, data management and system integration
Exceptional communication and presentation skills (both written and
verbal) with the ability to translate complex concepts into user-friendly
content
Ability to collaborate cross-functionally
Highly organized and self-directed with proven ability to manage and
prioritize multiple tasks in a fast-paced environment
Be innovative, persuasive, creative, and have a genuine curiosity
Goal and results-oriented, optimistic, embraces change and leads with a
growth mindset
Proficiency in Salesforce and G-Suite highly preferred
About our Construction Software sector
Source : Trimble Inc.