Gainsight Administrator

Job Description

SurveyMonkey is seeking a Gainsight Administrator to join their global Business Systems team. The ideal candidate will collaborate with the GTM Applications team to optimize the current Gainsight/Salesforce platforms and enhance end-user experiences by streamlining business processes and implementing technical solutions. This role will be responsible for the scalability, development, and integration of SurveyMonkey's Gainsight & Salesforce instances, with a focus on the Customer Success organization. Role involves:

• Collaborating with Customer Success, Sales, Marketing & Operations leaders to translate business outcomes into scalable solutions.
• Solving business and technical problems by analyzing current processes and recommending technical solutions.
• Evaluating data flows, day-to-day experiences, and add-on packages to drive impact and scalability.
• Driving the introduction of new solutions and implementing third-party tools.
• Building and maintaining expert knowledge of the Gainsight & Salesforce ecosystem architecture.
• Maintaining program documentation, project plans, and change management history.

Requirements:

• 2+ years of experience working with a 100+ seat Gainsight/Salesforce instance.
• Strong understanding of standard business processes (Marketing, Sales, Customer Adoption & Retention).
• 2+ years of experience working with Gainsight Rules Engine, Data Designer, Journey Orchestrator.
• Demonstrated ability to think strategically and drive new ideas and change.
• Understanding of Customer Success and customer lifecycle management.
• Critical thinking ability to break down business problems and propose technical solutions.
• Exceptional communication skills and ability to work across groups and geographies.

Role offers:

• Opportunity to work in an agile, fast-paced organization.
• Significant business impact.
• In-person collaboration for building relationships and enhancing problem-solving.