Customer Success Platform Administrator 2 (Gainsight)

The Customer Success Platform Administrator 2 is responsible for being the go-to expert for configuring and optimizing the Gainsight platform to drive engagement retention and an exceptional customer experience.

Configure maintain and enhance the Gainsight platform including workflows dashboards reports and rule-based automation
• Collaborate with cross-functional teams to translate business needs into technical designs for implementation into scalable Gainsight solutions
• Ensure data accuracy and consistency through strong integration practices (e.g. Salesforce) and data hygiene processes
• Provide ongoing support and training to internal users and develop documentation and best practices
• Monitor platform performance identify areas for improvement and implement new features to drive adoption and value
• Manage user roles permissions and data integrity
• Troubleshoot system issues and support ongoing projects
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland's Information Systems Security Policy

• Bachelor's degree or equivalent experience
• Experience as a Gainsight Administrator
• Experience working in customer success or equivalent understanding of key customer success principles
• Strong understanding of customer success metrics processes and workflows
• Gainsight NXT Administrator Level 1 certification strongly desired
• Microsoft Windows and Office proficient
• Good oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Good organizational multi-tasking and time management skills
• Good collaboration skills applied successfully within team as well as with other areas
• Good Microsoft Excel skills
• Good facilitation and project management skill
• Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Good data gathering interviewing and analytical/problem solving skills
• Good critical thinking and problem solving skills
• Ability to use original thinking to translate goals into the implementation new ideas and design solutions
• Self-motivated with the ability to manage projects to completion with oversight
• Able to thrive in a fast paced deadline driven environment
• Good attention to detail
• Demonstrated ability to influence motivate and mobilize team members and business partners
• Good ability to develop and use engaging informative and compelling presentation methodologies
• Good ability to handle sensitive information with discretion and tact
• Good ability to establish rapport and gain the trust of others; effective at gaining consensus
• Ability to work independently and in a team environment
• Good knowledge of systems administration
• Good Knowledge of Salesforce and familiarity with data visualization tools like PowerBI
• Good knowledge of Microsoft Operating systems and products

Based on individual states' employment laws, the following details are to comply with the relevant salary posting requirements: base salary range of $72,000-$90,000 and eligible for benefits

What you can expect next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
• Any follow up questions? Email your Recruiter directly at Careers@Hyland.com.

Benefits

401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program.

Find out more by going to https://www.hyland.com/en/resources/articles/why-work-at-hyland .

Welcome to #HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.