Gainsight Systems Project Administrator (Remote)

St. Louis, Missouri

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Posted 6 days ago

WHO WE ARE:
We are changing the way the world makes decisions! Talend is a global leader in data integration and data integrity. Our software is used to truly transform business and companies with data. We believe our company has a certain Je ne sais quoi that makes us special and gives us opportunities with purpose. We pride ourselves in our values of Passion, Agility, Team Spirit and Integrity.
We help companies take their data from chaos to clarity by delivering complete, trusted, and timely data to the business.
With over 1,400 employees, we support more than 4,750 enterprise customers globally who have chosen Talend to put their data to work. We are consistently recognized by Forrester and Gartner as a leader in the Data Integration Market and our plan for the future is even more exciting.

The Gainsight Systems Project Administrator is responsible for adoption, implementation, and projects associated with our core Customer Success software platforms, including Gainsight and Zoominbox.  The position helps the Customer Success organization deliver exceptional value to our fast-growing customer base.  This person reports to our Sr. Director of Customer Success Transformation and works collaboratively with the following teams: Customer Success Management, IT, Sales Operations, Professional Services, Talend Academy, Technical Support and cross-functional Go-to- Market teams. The mission of the Talend Customer Success Operations team is to drive alignment, operational excellence and scale across the Customer Success Organization.  The ideal candidate for this role is a strong problem solver with high attention to detail, analytical thinker and has the ability to take an ambiguous task and solve it with minimal guidance and high quality. The position works cross functionally with different teams to complete projects and communicates and works well on cross functional teams. 

Responsibilities:

  • Responsible for the successful adoption and implementation of the Gainsight and Zoominbox platforms at Talend including
  • Owns architecture and configuration of Gainsight at Talend including upgrade projects
  • Coordinate internally to help identify the sources, metrics, frequency, and granularity of customer data
  • Own the Customer Success Manager assignment and account segmentation process
  • Manage and track the delivery of CS Subscriptions such as Talend Success and Diamond Support and Success
  • Work and align with transformation team on Digital Touchpoint Model,  and outreach programs and customer campaigns
  • Maintain accuracy of customer health scorecards; review and present Health Scorecard status
  • Partner with cross functional departments to learn business needs and how it may impact Gainsight, Salesforce, Tableau and data warehouse
  • Build and maintain accurate, trusted and relevant Gainsight reports and dashboards
  • Maintain accuracy of customer health scorecards
  • Proactively monitor/check ongoing jobs and spot check data (or build reports/processes to check for them) – particularly critical data that has shown issues in the past.
  • Proactively identify enhancements to day to day system activities (including clean up/housekeeping) – work w/CS Ops, Sales Ops, IT to schedule/prioritize work
  • Manage/coordinate system upgrades and cross-environment alignment.  Keep up to date with releases and communicate to CS organizations on any key impacts and/or enhancements
  • Create/coordinate completion of tickets with Gainsight
  • Work with IT to manage Zoominbox AI (formerly Komiko) platform including setup and removal of users from Customer Success organization
  • Manage user accounts, groups and security settings in Gainsight and Salesforce
  • Provides day-to-day end user support to all levels of the organization
  • End to end ownership of assigned items from kick off through build and quality test; completing with a documented (as appropriate) roll out/communication plan. Provide regular status updates throughout. 

Qualifications (Required):

  • 5+ years experience using and administering and maintaining Gainsight in a Sales / Success Operations role at a technology company, with demonstrable experience designing processes and automations 
  • Experience using Salesforce and/or designing solutions in Salesforce 
  • Strong proficiency in understanding customer outreach programs.
  • Knowledge of customer journey mapping and experience developing customer health metrics 
  • Excellent organization skills; experience detailing requirements, meeting deadlines, producing quality work and proactively raising blockers or risks 
  • Results oriented, attention to detail, ability to prioritize multiple objectives and projects 
  • Strong communication skills; able to collaborate with a variety of stakeholders including senior leadership and cross-functional teams 
  • Certified Gainsight Administrator 
  • Plus: Experience running high-velocity digital programs (e.g. tech touch) 
  • Plus: Previous experience providing operational support to Customer Managers, Professional Service teams, Enablement teams and Technical Support teams 
  • Relevant Bachelor’s degree or higher 
  •  
This role can be based remotely across the US#LI-IW1#LI-REMOTE 
AND NOW, A LITTLE ABOUT US:
Talend has received some pretty impressive accolades along the way:
- CEO named a 2020 Top Diverse Leader by the National Diversity Council- 5th consecutive year named a Leader for Data Integration Tools in the Gartner Magic Quadrant 2020- 3rd consecutive year named as a Leader for Data Quality Solutions in Gartner Magic Quadrant 2020- Recognized as a Challenger for Enterprise Integration Platform as a Service (iPaaS) in Gartner Magic Quadrant 2020- "2018 Best  Public Cloud Computing Companies To Work For" by Glassdoor- Named Leader in The Forrester Wave™: Enterprise Data Fabric- Ranked in the DBTA “100 Companies that Matter Most in Data”- Listed in the CRN Big Data 100 Companies We are passionate about helping companies become more data driven; and, if we can be honest, we are all geeks at heart who pride ourselves on the vibrant company culture that we have built. 

As a global employer, Talend believes our success depends on diversity, inclusion and mutual respect among our team members. We want to look like our customers, and we recruit, develop and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions on the basis of business need, merit, capability and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Job tags: AI Big Data Cross-functional Customer success Salesforce Sales Ops Security Tableau
Job region(s): North America
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