Gainsight Administrator

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As a thought leader in the space we invented, FireMon is paving the way in the cybersecurity industry across the globe. At FireMon, you will find a disruptive, cutting-edge environment. It's a place where being proactive is rewarded and each day is more innovative than the last. This drive permeates everything we do – from how we develop our products to how we engage with our customers and how we get things done.

About the role

• Configure, deploy and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, and systems integrations)

• Collaborate with cross-functional 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

• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc 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

• Develop new business processes in partnership with Customer Success leadership and cross-functional 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

Required Skills and Experience

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)

• Experience as end-user of a CRM, customer support system, or marketing automation system

• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software

• Experience working in customer success, or equivalent understanding of key customer success principles

• Demonstrated project management, business analysis, and problem-solving

• Experience working in cross-functional teams

• Self-starter, demonstrating leadership of owned projects

• Strategic thinking and prioritization

• Problem solver with a systems mindset 

Preferred Skills and Experience

• Experience working with Zendesk

• Gainsight experience as end-user

• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification

• CRM administration experience or certification

• Customer-facing experience, especially as a Customer Success Manager

• Experience interacting with senior leadership and managers

• Experience in operations for customer success, sales, support, services, or marketing

• Experience in data analysis, business intelligence, and design of reports and dashboards

• Understanding of data structures, data modeling, and database management

What it Takes to be Part of the FireMon Team

FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.

Our customers have unique and complex security problems that are difficult to solve. This doesn’t intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today.

FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.