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CRM Customer Success Administrator - Gainsight

Company: Omnitracs
Location: Dallas
Posted on: April 10, 2021

Job Description:

The CRM Administrator - Gainsight will be responsible for effectively rolling out and sustaining a newly implemented Gainsight instance and accountable for its overall maintenance and success - see Essential Responsibilities below. This is an exciting opportunity and role to be part of establishing a Customer Success platform that will be essential in Omnitracs overall success in driving value for our customers, achieving high levels of customer satisfaction as measured by retention, growth and other customer health metrics.

If you're passionate about enabling our company to deliver outcomes to our Customers at scale by understanding our Customers' business and solving problems, this is a great fit for you.

Essential Responsibilities And Duties

Throughout all phases, the CSM Admin owns their instance of Gainsight.

Implementation

  • Responsible for the architecture and configuration of their environment
  • Coordinate internally to help identify the sources, metrics, frequency, and granularity of their data
  • Configure and deploy Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
  • Understand Salesforce and other data models leveraged by Gainsight
    Business Processes
    • Partner with cross functional departments to learn business needs and how it may impact Gainsight and Salesforce
    • Identify which processes to rollout and when
    • Support business strategy development for the services teams and manage mapping, documenting, and implementing CS processes
    • Help determine the most significant contributors to overall customer health and learn how to configure a customer health scorecard that reflects your customer data.
    • Develop a keen understanding of your organization's sources of risk (of churn) as well as positive trends.
    • Design business rules that analyze your customer data, and trigger actions for the customer success team to proactively engage with customers
      Maintenance and Support
      • Manage user accounts, groups and security settings in Gainsight and Salesforce
      • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
      • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
      • Helps prepare the Customer Success team to roll out additional processes or functionality
      • Provides day-to-day end user support to all levels of the organization

        Qualifications
        • Education: Bachelor's degree preferred.
        • Experience: 2-5+ years' experience in a client-facing role with Gainsight administration responsibilities at a software-driven company.
        • Prior experience as a certified Salesforce administrator or developer
        • Keen understanding of the Customer Success Management role
        • Clear communicator with excellent written, verbal, and listening skills
        • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
        • Confidence in advocating for best practices
        • Proven track record of meeting or exceeding performance goals.
        • High degree of understanding of Transportation Industry and related areas
        • Project management experience is a plus.
          Application/Technical
          • Previous Gainsight experience
          • Certified Salesforce administrator with 2-5 years experience
          • Strong Salesforce user, administrative, configuration and reporting skills
          • Excellent critical thinking skills: is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
          • Understands basic programming fundamentals of logic (IFs, ANDs, and ORs) and experience in low-code/no-code development environments

            Knowledge/Skills/Abilities
            • Excellent listening, presentation, verbal and written communication skills.
            • Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines.
            • Ability to effectively manage multiple projects and deadlines at the same time.
            • Ability to interact and collaborate with key stakeholders at all seniority levels within client organizations.
            • Ability to work independently, take ownership of tasks and deliver high quality services.
            • Ability to operate in a high energy, fast-paced enterprise software environment.
              Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

              Omnitracs LLC , is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.

Keywords: Omnitracs, Dallas , CRM Customer Success Administrator - Gainsight, Other , Dallas, Texas

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