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Gainsight Administrator

Qualtrics

Qualtrics

Administration
provo, ut, usa
Posted on Thursday, June 27, 2024
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Gainsight Administrator
Why We Have This Role
The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!
How You’ll Find Success
  • Play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as a member of the XM Success team.
  • Collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements.
  • Translate these requirements 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.
  • Train team members and business partners to use the workflows you’ve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively.
  • Create and manage scalable processes and solutions on the Gainsight platform to support business goals.
How You’ll Grow
  • Lead with Influence: Develop your leadership skills, inspiring and motivating teams to achieve exceptional results.
  • Expand Your Horizons: Gain exposure to diverse work cultures and global business practices.
  • Become a Strategic Partner: Build strong relationships with senior leadership and contribute to Qualtrics' overall success.
  • Make a Lasting Impact: Leave a legacy of positive change, shaping the future of work for Qualtrics employees worldwide.
Things You’ll Do
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
  • 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
Maintenance & Support
  • 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
What We’re Looking For On Your Resume
Required
  • 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
  • Excellent written and verbal communication and presentation skills
  • Strategic thinking and prioritization
  • Problem solver with a systems mindset
Preferred
  • Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
  • CRM administration experience or certification
  • 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 Should Know About This Team
  • You’ll discover that collaboration is a deeply ingrained tenet found at the heart of the XM Success Team. Your teammates and cross-functional partners will be your largest asset as you work together to maximize outcomes for our customers
  • Culture is crucial for us; we want you to be in a place where you enjoy your day to day and thrive against the challenges that come with it. Proactiveness and willingness to learn are a must. You will find that empathy and kindness are our “secret-sauce” for a high-performing team.
Our Team’s Favorite Perks and Benefits
  • Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration
  • Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
  • Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
  • Experience bonus to be used for an “Experience” of your choosing every year.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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