Job details
Job type full-time
Full job description
We believe work is not a place, but rather a thing you doOur technology revolves around this core philosophyWe are relentlessly committed to helping people work and play from anywhere, on any deviceInnovation, creativity and a passion for ever-improving performance drive our company and our people forwardWe empower the original mobile device: you!
What we`re looking for:
You are experienced at supporting gainsightYou have worked within customer success management organization and best practices.
If this sounds like you, we’d love to speak with you!
Position overview
The gainsight system administrator, customer success is responsible for support and adoption of gainsight for the customer success teamYou will continually maintain the tools leveraged by the customer success organization along with identifying and executing on improvement opportunities.
Role responsibilities
Support gainsight administrator for the customer success organization
Work cross-functionally with customer success & services to understand business needs and translate processes into gainsight
Assist in designing, building, validating, and adjusting gainsight functionalities to meet the business needs of the organization
Conduct analysis for each delegated project to identify business challenges, seek improvement opportunities and adoption of best practices and standardized procedures to drive customer success
Test and execute business rules based on customer data, and trigger actions for the customer success team and others to proactively engage with customers
Develop reports and dashboards that analyze customer data from multiple sources and synthesize findings for easy consumption.
Monitor and report against data reliability within gainsight by continuously identifying and correcting data issues, configuration, providing day-to-day management of the system, and supporting changes through uat.
Manage user accounts, groups, and security settings in gainsight
Develop process documentation for existing and newly implemented processes.
Partner with cross-functional organizations to understand how changes create downstream impacts to gainsight.
Identify and oversee delegated special projects and perform other duties as assigned.
With minimal guidance, research and propose ideas for team-wide process improvements.
Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
Provide day-to-day end user support (field questions, troubleshoot issues, and resolve problems) to all levels of the organization
Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures based on gainsight product releases
Generate outlines of enablement needs based on net new/process change activities to generate an enablement framework.
Basic qualifications
1-3 years of experience supporting gainsight
Experience working within customer success management organization and best practices.
Prior experience in customer onboarding, training, implementation, project management with big data cloud saas software.
Advanced technical skills and aptitude are requiredTechnical areas such as databases and data integration processes are considered relevant
Excellent critical thinking skills and can break down ambiguous problems into concrete, manageable components and think through optimal solutions
Proficient oral and written business skills, attention to detail and accuracy.
Resourcefulness, creativity, and strategic thinking for troubleshooting problems
Ability to work independently, multi-task effectively and thrive in a fast-paced, dynamic environment with general direction and guidance
Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
Strong attention to detail and documentation skills
Requires advanced knowledge of job area obtained through advanced education combined with experienceMay have practical knowledge of project management.
Requires a university degree or equivalent experience and minimum 5 years of prior relevant experience; or a master’s degree with 3 years; or a phd without experience.
Preferred qualifications
Gainsight certification preferred
Fluency in microsoft office, particularly word, excel, and powerpoint.
Proven track record in supporting multiple projects and programs.
Proactive customer service skills, responsiveness, and professionalism.
Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
Prioritizes and manages tasks/deliverables, can handle multiple tasks simultaneously and is able to complete assignments given aggressive time constraints with a high level of quality.
Can interpret data to continuously optimize content and promote usage.
Can interact and influence global teams and stakeholders that span the organization.
Ability to maintain/create new documentation for standard processes.
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What you’re looking for:
Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any deviceIt’s a simple philosophy that guides everything we do — including how we workIf you’re an engineer, we’ll give you plenty of ways to test your skills on cutting edge technologyWe want employees to do what they do best, every day.
Be boldTake risksImagine a better way to workIf this sounds like you then we’d love to talk.
Functional area:
Business systems analyst
About us:
Citrix is a cloud company that enables mobile workstylesWe create a continuum between work and life by allowing people to work whenever, wherever, and however they chooseFlexibility and collaboration is what we’re all aboutThe perks: we offer competitive compensation and a comprehensive benefits packageYou’ll enjoy our workstyle within an incredible cultureWe’ll give you all the tools you need to succeed so you can grow and develop with us.
Citrix systems, incIs firmly committed to equal employment opportunity (eeo) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.
Citrix uses applicant information consistent with the citrix recruitment policy notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html
Citrix welcomes and encourages applications from people with disabilitiesReasonable accommodations are available on request for candidates taking part in all aspects of the selection processIf you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at askhr@citrix.com for assistance.
If this is an evergreen requisition, by applying you are giving citrix consent to be considered for future openings of other roles of similar qualifications.
