Senior CS Operations Analyst (Gainsight Admin)

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Position Overview 

We are seeking a tenured Senior Business Analyst / Gainsight Administrator to partner with Customer Success leadership and help build a world-class customer success organization. You will be responsible for creating and translating business requirements into technical designs that will be implemented in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices. Our products are used by one million users from over 23,000 organizations, including 62% of the Fortune 500, 90% of the FTSE 100 and 83% of the ASX 200 to improve their bottom line, keep pace with stakeholder expectations and create lasting, positive impact on the world.  

In this role, you can expect the following responsibilities: 

Solution Design 

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

Business Processes 

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

• 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 

Upkeep and Support 

• 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 

To thrive in this role, you have: 

• 5+ years of experience in Gainsight administration or an equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics) 

• Gainsight and other certification 

• 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 

• Excellent written and verbal communication and presentation skills 

• Strategic thinking and prioritization 

• Problem solver with a systems mindset