What are the responsibilities and job description for the Gainsight Administrator position at n2y?
The Texthelp Group and n2y have over 50 years of combined experience in creating and delivering innovative technology for the education and the workplace sectors. The companies merged in March 2024 after operating adjacently for many years. Together, we believe that everyone can learn and that we all have the right to understand and be understood.
Joining forces means the combined mission of advancing the learning, understanding and communication of one billion people around the world by 2030 becomes even stronger. We will make a deeper, richer impact on people’s lives and on society.
We can only achieve our mission and continue to grow by having high performing, passionate people on our team. Both Texthelp and n2y promote a collaborative and innovative work environment where diversity is embraced and empowered.
The combined organization employs over 550 staff across locations in the UK, Norway, Denmark, Sweden, USA and Australia.
We plan to reveal our new brand in early 2025, but for now the messaging and any correspondence for this role will come from n2y. We’re extremely proud to be on this journey, and hope you can join us!
Job Summary
The Gainsight Administrator’s primary responsibility is to design, implement and deploy solutions supporting n2y Customer Success processes on the Gainsight platform. The Gainsight Administrator is responsible for the architecture and configuration of the Gainsight solution and facilitating its integration with Enterprise Architecture which includes Salesforce Sales Cloud (CRM), Salesforce Service Cloud, MS Azure Synapse and more.
Key Responsibilities
- Collaborate with Customer Success Leadership to support business strategy development for the Customer Success team.
- Collaborate internally with the Customer Success and Enterprise data team to help identify the sources, metrics, frequency, and granularity of the data. Work with the IT Enterprise data team to ensure the quality and integrity of data.
- Configure and deploy Gainsight to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
- Partner with IT Enterprise solutions, integration and data teams to ensure the successful flow of data required to serve the business.
- Analyze requirements to determine appropriate solution designs considering capabilities, limitations, and design trade-offs
- Manage mapping, documenting and implementing Customer Success processes
- Assist in determining the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects n2y’s customer data.
- Develop a keen understanding of sources of risk (of churn) as well as positive trends.
- Design business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers
- Coordinate, lead, setup, and document user acceptance tests to ensure the quality of developed solutions prior to production deployment (includes creating test plans)
- Manage user accounts, groups and security settings in Gainsight
- Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
- Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
- In addition to Gainsight support, provide support to Enterprise Architecture and the solutions that comprise it where needed.
Essential Criteria
- Experience with Gainsight NXT and Gainsight’s Matrix Data Architecture (MDA) Platform
- Experience with Microsoft Azure Synapse, SQL queries and data integration
- Demonstrated experience in Salesforce administration
- Experience with other components of Enterprise Architecture such as Salesforce, PowerBI, Tableau, Zendesk, Sage Intacct is a plus
- Working knowledge and experience with complex business systems integration.
- Superior critical thinking and creative problem-solving skills.
Desirable Criteria
- Bachelor’s Degree in related field preferred
- Adaptable, observant, and approachable with a strong collaborative spirit.
- Customer-centric attitude and approach encompassing all aspects of the position.
- Results-oriented with a robust drive to accomplish objectives and meet high standards.
- Excellent organizational, verbal, and written communication skills.
