The Role
Fusion Risk Management is seeking a highly motivated and detail-oriented Gainsight Administrator to support our Customer Success Program. This individual will play a critical role in the administration and optimization of Gainsight, focusing on the development and launch of a digital customer experience. The Gainsight Administrator will collaborate with cross-functional teams to ensure Gainsight effectively supports Customer Success goals and initiatives. Additionally, the successful candidate may be involved in other Customer Success Program initiatives, including the development and maintenance of Standard Operating Procedures (SOPs), Escalation Program support, and other duties as assigned.
Key responsibilities of this role:
1. Gainsight Administration:
o Configure and maintain Gainsight, including user setup, permissions, workflows, rules, and integrations with CRM systems like Salesforce.
o Monitor Gainsight's performance and resolve technical issues promptly.
2. Digital Customer Experience Development:
o Design and implement a comprehensive digital experience strategy within Gainsight, leveraging Journey Orchestrator, ensuring alignment with Fusion's Customer Success objectives.
o Develop customer journeys, email campaigns, and automated workflows to enhance engagement and satisfaction.
o Customize dashboards and reports to track customer interactions and key performance indicators (KPIs).
3. Data Management:
o Manage and maintain customer data integrity and hygiene within Gainsight.
o Develop data rules, triggers, and processes to improve accuracy and reliability of insights.
4. Stakeholder Collaboration:
o Work closely with Customer Success Managers, Sales, Marketing, and IT teams to align Gainsight capabilities with business requirements.
o Provide training and ongoing support to users, ensuring effective utilization of Gainsight tools and features.
5. Continuous Improvement:
o Stay updated on Gainsight's latest features and capabilities, implementing enhancements as needed.
o Regularly assess Gainsight's performance and identify opportunities for optimization.
6. Project Management:
o Lead projects related to Gainsight enhancements, ensuring timely delivery and successful execution.
o Document system configurations, workflows, and best practices for future reference.
Knowledge, Skills, and Abilities• Strong understanding of Customer Success processes and metrics.• Experience with CRM systems, preferably Salesforce, and their integration with Gainsight.• Proficiency in designing customer journeys and digital engagement campaigns.• Excellent analytical and problem-solving skills.• Strong project management and communication skills.• Ability to work independently and manage multiple priorities in a fast-paced environment.• Willingness to travel up to 25% of the time.
Qualifications (Education and Certifications) • Bachelor's degree in Business, Computer Science, Decision Sciences, Information Systems, or a related field.• 2+ years of experience administering Gainsight or similar Customer Success platforms.• Gainsight and Salesforce Administration certifications.• Project Management certification preferred.• Knowledge of HTML and email marketing tools.• Experience with customer segmentation and lifecycle management.• Familiarity with data visualization tools like Tableau or Power BI.
Milestones for the First Six Months
1 Month:
o Gain familiarity with Fusion's Gainsight configurations, workflows, and data integrity.
o Build relationships with key stakeholders to understand priorities and expectations.
o Identify immediate Gainsight performance issues and propose solutions.
3 Months:
o Launch initial components of the digital customer experience strategy, such as customer journeys or email campaigns.
o Deliver a plan for further Gainsight optimizations based on stakeholder input and system assessment.
o Contribute to updating and standardizing relevant SOPs and Escalation Program processes.
6 Months:
o Successfully implement a fully operational digital engagement framework within Gainsight.
o Present measurable improvements in customer engagement and satisfaction metrics.
o Establish a roadmap for ongoing Gainsight enhancements and Customer Success Program support
This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.
Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
