Gainsight Administrator

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview:  

The Onfido Customer Success team is growing, and we’re looking for a stellar Gainsight Administrator to help the team optimise the use of Gainsight to its fullest potential.

The Gainsight Administrator will be a key member of the Customer Success Operations within Customer Success, and they will work to ideate and execute projects and workflows for our Customer Success Managers (CSMs) and CSM leaders. The administrator will also be essential in driving value for our customers across the lifecycle via data led storytelling.

The person in this role must be a strategic, collaborative problem solver who can quickly identify business needs and find ways to move forward quickly and effectively. They take business requirements and translate them into technical designs they implement in Gainsight. At times, they will work with additional teams to integrate systems such as Salesforce, a variety of dashboards, and more, and they do so while adhering to systems administration standard methodologies.

Among their most important duties is to train team members and business partners to use the workflows the Admin created in Gainsight, teach all users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem-solving so the team uses the system productively.

In their role as Gainsight Administrator, this person creates and handles scalable processes and solutions, with their focus being on the Gainsight platform and how its use can drive success within the organisation. 

Responsibilities: 

As a Gainsight Administrator at Onfido you will:

• Configure, deploy, and administer the Gainsight platform, which includes system configuration, reporting, dashboards, end-to-end workflows, and systems integrations

• Collaborate with cross-functional end users, both within Customer Success and outside, to gather business requirements that impact Gainsight and other tools, and configure the system to meet those needs. This includes 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

• Develop business processes in partnership with Customer Success leadership, and cross-functional teams

• Manage the rollout of processes, including thoughtful timing and a focus on business outcomes

• Design business rules that analyse customer data and trigger actions for the Customer Success team to engage with customers

• Help users develop an understanding of the different contributors to customer health, sources of customer risk/churn, and positive trends

• Manage mapping and documentation of customer success processes

• 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. Use this information 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

Basic Qualifications

• Experience as end-user of a CRM, customer support system, or marketing automation system

• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems and software

• Demonstrated project management, business analysis, and problem-solving skills

• Experience working in cross-functional, global teams

• Self-starter, demonstrating leadership of owned projects and a focus on timeliness

• Excellent written and verbal communication and presentation skills

• Strategic thinking and prioritisation

• Problem solver with a systems mindset

• Bachelor’s degree

• Experience working in customer success, or equivalent understanding of key customer success principles

• Experience in a relevant field, such as customer success, operations, business analysis, data analytics, database administration, computer science, data analytics

• Experience as a Gainsight end-user

Preferred Qualifications: 

• CRM administration experience or certification — Salesforce or Gainsight preferred

• Customer-facing experience, especially as a Customer Success Manager

• Experience interacting with and presenting to 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 modelling, and database management

• Understanding of data structures, data modelling, and database management

• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification 

About Entrust

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.

For more information, visit www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact [email protected].

Recruiter:

Claudia Vernon