Gainsight System Admin

Department: Business Systems Analyst

Req ID: R33045

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Gainsight System Admin

  • Ft Lauderdale, Florida, United States
  • Raleigh, North Carolina, United States
  • Full time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

We believe work is not a place, but more a thing you do. Our technology revolves around this core philosophy. We are relentlessly contributed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever improving performance drive our company and our people forward. We empower the original mobile device: YOU!

The Gainsight System Administrator, Customer Success is responsible for support and adoption of Gainsight for the Customer Success team.  You will continually maintain the tools used by the Customer Success organization along with identifying and completing improved opportunities.

Primary Duties / Responsibilities

  • Support Gainsight administrator for the Customer Success organization
  • Work multi-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 standard methodologies and standardized procedures to drive customer success
  • Test and complete 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 various sources and synthesize findings for easy consumption.
  • Supervise 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.
  • Run user accounts, groups, and security settings in Gainsight
  • Develop process documentation for existing and newly implemented processes.
  • Partner with multi-functional organizations to understand how changes create downstream impacts to Gainsight.
  • Identify and supervise 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, solve 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.

Qualifications:

  • Fluency in Microsoft Office, particularly Word, Excel, and PowerPoint.
  • Consistent track record in supporting multiple projects and programs.
  • Proactive customer service skills, responsiveness, and professionalism.
  • Shown ability to work multi-functionally to understand business requirements and translate them to effective use of applications
  • Prioritizes and runs tasks/work, can handle various 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 collaborators that span the organization.
  • Ability to maintain/build new documentation for standard processes.

Requirements:

  • 1-3 years of experience supporting Gainsight
  • Experience working within Customer Success Management organization and standard methodologies.
  • Prior experience in customer onboarding, training, implementation, project management with Big Data Cloud SaaS Software.
  • Advanced technical skills and proficiencies are required. Technical 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 critical thinking for solving problems
  • Ability to work independently, multi-task efficiently and thrive in a fast-paced, multifaceted environment with general direction and guidance
  • Ability to work in a multifaceted environment in which the requirements are not always well defined and priorities change frequently
  • Solid attention to detail and documentation skills
  • Bachelor's degree or the equivalent work experience
  • Gainsight Certification preferred

Functional Area:


 

Business Systems Analyst


What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits
We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Education assistance
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

Citrix Systems, Inc. is 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 disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If 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.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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