Gainsight Administrator - London, United Kingdom - Mews
Description
Can you help us change the world?:
Yes, you read that correctly. It sounds grand, but we've got big ideas at Mews.
We're transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.
We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us.
About the role:
Can you help us change the world?:
Yes, you read that correctly. It sounds grand, but we've got big ideas at Mews.
We're transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.
We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us.
GAINSIGHT ADMINISTRATOR, keep reading and tumble down the Mews rabbit hole...
About the role:
The Gainsight Administrators play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as a member of the Customer Success Operations team.
They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like Salesforce while adhering to systems administration best practices.
Gainsight Administrators then work with the internal Training & Enablement teams to ensure end users adopt the workflows and follow best practices, ensuring successful technical deployments on a recurring basis, and engage in daily problem-solving to ensure the team can use the system productively.
Altogether, this role will help to create and manage scalable processes and solutions on the Gainsight platform to support business goals.
Your mission, should you choose to accept it:
Solution Design
- Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, endtoend workflows, systems integrations)
- Collaborate with crossfunctional end users to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)
- Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
- Develop new business processes in partnership with Customer Success leadership and crossfunctional teams
- Manage the rollout of processes, including thoughtful timing
- Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
- Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
- Manage mapping and documentation of customer success processes
- Manage daytoday support of Gainsight users, including fielding questions, adhoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
- Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
- Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
- Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
You'll be a great fit if you bring a few of the below with you:
- Gainsight administration experience (Gainsight Associate Administrator
- Level 1 as a minimum, with Level 2 or Level 3 preferred).
- Experience using Gainsight as an 'enduser' would be beneficial.
- Experience with system design, data modelling, and configuration of Gainsight NXT
- CRM administration experience or certification
- Customerfacing experience, especially as a Customer Success Manager would be beneficial
- Experience interacting with senior leadership and managers
- Experience as enduser of a CRM, customer support system, or marketing automation system
- Experience working in customer success, or equivalent understanding of key customer success principles
- Demonstrated project management, business analysis, and problemsolving skills
- Experience working in crossfunctional teams
- Selfstarter, demonstrating leadership of owned projects
- Excellent written and verbal communication and presentation skills
- Strategic thinking and prioritization
- Prob
