The Customer Success Systems Analyst supports & implements customer success priorities & initiatives utilizing Gainsight & other customer success software. They will work with key stakeholders across the organization to prioritize & implement best practices, surface & leverage data & key metrics to improve customer outcomes & increase the efficiency & effectiveness of the customer success managers.
Your Day to Day Essential Duties
Proactively offer recommendations to improve efficiencies through development & adoption of best practices & standardized procedures for client success
Responsible for architecture & configuration of Gainsight for the client success organization
Design & deliver new programs in Gainsight for global CS teams
Partner with CS Operations to elevate the necessary metrics & data points to inform the business about the performance of our client success organization
Capture business requirements from key CS stakeholders to ensure that all improvements are designed with the end user top of mind
Design business rules that analyze customer data & trigger actions for the CS team to proactively engage with customers & enable our CS team to scale. (ex: build out risk alerts & predictive health scores)
Coordinate & align with internal teams, such as IT, Product, Engineering, & Operations teams, to configure & develop the Gainsight environment to meet the needs of internal customers (including external integrations, rules, reports, dashboards, & workflows, particularly with its interactions & dependency on Salesforce);
Assist with training & change management efforts to optimize platform success across the company, including training end users & increasing user skills with the platform
Monitor system performance & provide day-to-day end user support to all levels of the CS organization
This job description in no way implies that the duties listed here are the only ones that team members can be required to perform
What You Bring to the Team
Bachelor’s degree
3+ years of Customer Success Software administration experience (ex. Gainsight, Salesforce, Pendo, Marketo, etc); Gainsight experience/certification is preferred!
Experience working with remote data via REST & JSON
Experience with third-party libraries & APIs
1+ year of Salesforce configuration & administration experience (preferred)
Knowledge of client success business function, including key metrics, processes, & general best practices to drive operational excellence
Proven ability to work cross-functionally to understand business requirements & translate them to effective use of applications
Clear communication with excellent written, verbal, & listening skills
Ability to work independently & collaboratively with multiple stakeholders while juggling multiple projects end-to-end
Exceptional analytical & problem-solving skills with the ability to intuitively diagnose issues using data
Excellent critical thinking skills; must be able to evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to general understanding, & distinguish user requests from underlying true needs
Self-starter who takes the initiative to bring solutions to a complex problem
Strong attention to detail, especially as it relates to change management & releases of system improvements/updates
Proficient user of Microsoft Suite (Excel, PowerPoint); knowledge of other reporting tools is a bonus!
Physical Demands & Work Environment:
Must be able to remain in a stationary position 50% of the working day
Needs to occasionally move about the office to communicate with staff & attend meetings
Constantly operates a computer
Frequently communicates verbally with peers & management
Must be able to analyze detail close-up
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)