Gainsight Administrator
Job Summary
Job Description
Barracuda is seeking a Gainsight Administrator (GSA) to join a growing team supporting the Customer Success group. This role involves collaborating with cross-functional business teams to lead customer success strategies and translate business requirements into technical designs within Gainsight and integrated systems like Salesforce. The GSA will drive solution adoption, optimize customer success retention and growth efforts, and report to the Director of Customer Success Operations. Key responsibilities include Gainsight platform administration, configuration, management, and maintenance, as well as integrating Gainsight with various systems to ensure data accuracy. The role also involves monitoring and reporting on customer health scores and KPIs, managing documentation and training materials, providing technical support, and offering recommendations for efficiency improvements. Collaboration on project management and planning for continuous improvement and new feature implementation within Gainsight is also a key aspect, along with leading the rollout of new features and updates. Maintaining expertise in Gainsight and related technologies is crucial.
Must have:
- Bachelor's degree or equivalent experience
- 5+ years of Customer Success or Operations experience
- Multiple years of end-user CRM/customer support/marketing automation experience
- 5+ years of customer success experience or equivalent understanding
- Excellent communication and customer service skills
- Exceptional analytical and problem-solving skills
- Self-motivated, proactive team player
- Exceptional time management skills
Good to have:
- Gainsight experience as an end-user
- Gainsight administration experience or certification
- CRM administration experience or certification
- Customer-facing experience (e.g., CSM)
- Experience interacting with senior leadership
- Experience in customer success operations
- Data analysis and BI experience
- Understanding of data structures and database management
Perks:
- Equity in the form of non-qualifying options
- High-quality health benefits
- Retirement Plan with employer match
- Career-growth opportunities
- Flexible Time Off and Paid Time Off benefits
- Volunteer opportunities
11 skills required
Job Details
Job ID 26-246
Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.
We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.
Envision Yourself at Barracuda
We’re looking for a Gainsight Administrator (GSA) to join a growing team and support the organizational needs of our Customer Success group. This role collaborates with cross-functional business teams to lead and develop customer success strategies and craft the associated business requirements. These requirements are translated into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices.
Individuals will drive the adoption of our solutions while also optimizing our global customer success retention and growth efforts. The main internal partners for this role are the Customer Success and Onboarding teams and this role reports into the Director, Customer Success Operations.
Individuals will drive the adoption of our solutions while also optimizing our global customer success retention and growth efforts. The main internal partners for this role are the Customer Success and Onboarding teams and this role reports into the Director, Customer Success Operations.
What you’ll be working on:
- Act as the main administrator to optimize the Gainsight platform to enhance customer success initiatives
- Lead configuration, management and maintenance of Gainsight including rules, reports and dashboards, workflows and other configurable parts of the application for end users
- Collaborate with cross-functional teams 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)
- Participate in integrating Gainsight with various systems, ensuring data accuracy and consistency
- Monitor and report on customer health scores, usage data, KPIs and success metrics
- Manage documentation and training materials for Gainsight processes and practices
- Provide technical support to team members and lead user training
- Proactively offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures for CS
- Collaborate on project management and planning activities, focusing on continuous improvement and implementation of new features within Gainsight
- Lead the rollout of new features and updates in Gainsight, sprint rollouts of new features
- Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
What you bring to the role:
- 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)
- 5+ years of Customer Success or Operations experience
- Multiple years of experience as an end-user of a CRM, customer support system, or marketing automation system
- 5+ years experience working in customer success, or equivalent understanding of key customer success principles
- Excellent communications and Customer Service skills (active listening, written, oral, presentation)
- Exceptional analytical and problem-solving skills
- Self-motivated, proactive team player with innovative ideas
- Exceptional Time Management skills
Additional Experience & Skills
- 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 you’ll get from us
A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.
- Equity, in the form of non-qualifying options
- High-quality health benefits
- Retirement Plan with employer match
- Career-growth opportunities
- Flexible Time Off and Paid Time Off benefits
- Volunteer opportunities
#LI-Hybrid
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