Job Opportunity

Gainsight Technical Consultant & Administrator

Posted on June 10, 2019

Given our position in the customer success market, we’ve partnered with Gainsight in an effort to help our clients improve revenue growth, customer retention and customer lifecycle management, powered by Gainsight.

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SUMMARY:

Customer Imperative is the market leader in B2B Customer Success strategy, transformation and operations services. We serve B2B SaaS and other technology companies across North America, helping them to define and scale customer success strategies that impact revenue.

Customer Imperative is searching for candidates to join our fast-growing team as a Gainsight Administrator. Given our position in the customer success market, we’ve partnered with Gainsight in an effort to help our clients improve revenue growth, customer retention and customer lifecycle management, powered by Gainsight.  Gainsight is the leading customer success platform and deployed by many of the world’s largest brands.

This candidate will have the ability to work directly with our clients to handle administrative duties, enhance the strategy and business logic and ultimately play a part in ongoing CS operations. We’re generally working with growth-stage B2B SaaS organizations who are within the venture capital or private equity funding stages.


Responsibilities

Consulting & Implementation

  • Advise clients on CS operations best practices; facilitate process design and requirements
  • Identify key metrics and reporting to provide insights and executive decision support
  • Design architect, configure and deploy Gainsight on behalf of our clients
  • Configure and deploy system configurations, integrations, reports, dashboards and workflows
  • Coordinate and identify the sources, metrics, frequency, and granularity of data

Data & Business Logic

  • Design business rules to analyze customer data and trigger actions, workflows and dashboards
  • Configure customer health scorecards using significant contributors to overall customer health
  • Manage mapping, documenting and implementing CS processes
  • Assist clients with gathering and analyzing customer data sources
  • Design & build integrations including data mapping, transformation, data exchange methods

Ongoing CS Operations

  • Manage user accounts, groups, integrations, data and security settings in Gainsight
  • Monitor system performance, data integrity, and user activity
  • Make recommendations on continuous improvements

INDUSTRY EXPERIENCE

  • Gainsight Admin Certification (or a willingness to obtain further certifications)
  • Implemented Gainsight on at least one (1) occasion
  • Recommended one (1) year of Salesforce.com configuration and administration
  • Understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
  • Recommended Customer Success Manager (CSM) experience with an affinity for technology

KNOWLEDGE, SKILLS & ABILITIES:

  • Excellent critical thinking skills: problem identification, hypothesis development
  • Self-motivated, proactive team player, relationship builder and strong communicator
  • Consistent track-record of following through on key objectives and results
  • Proficiency with MS Office Suite, GSuite and Apple products
  • Proven ability to work cross-functionally to understand and translate business requirements
  • Willingness to travel up to twenty-five percent (25%) of the time

PERKS & BENEFITS:

  • Learn about Software as a Service and the Customer Success function from industry leaders
  • Work from home flexibility
  • Opportunity to participate in a growth-stage business
  • Opportunity to expand your professional network

WHO IS CUSTOMER IMPERATIVE:

Founded in 2017 in Charleston, SC, Customer Imperative partners exclusively with B2B SaaS software companies, either large or small, public or private. Our management consulting team has experience inside of publicly traded, private equity and venture-backed software companies across several functions including sales, marketing, customer success, client services, support and product management.

We believe that every company can grow faster with a customer-first approach.  Customer Imperative helps companies scale revenue by deploying customer success teams, processes and technology. With a deep focus on B2B SaaS, we serve CEOs, CROs, COOs and Customer Success leaders to help grow revenue faster while improving the customer experience. Companies that partner with Customer Imperative see immediate returns in revenue growth, customer retention and customer lifecycle management.

We stand for:

  • Being Genuine and Authentic
  • Acting with Customer Empathy
  • Thinking Strategically and Acting Pragmatically
  • Taking Personal Accountability
  • Prioritizing People First

DISCLAIMER:

The above job description is not an exhaustive list of all duties and responsibilities of the position and in no way is to be construed as a contract. As with all positions, employment is “at will” or voluntary on both the part of the organization and the team member. Employment is not for a set period of time and may be discontinued by either party for any reason with or without notice.

Customer Imperative, LLC is an Equal Opportunity Employer

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