Gainsight Administrator, US - Remote at Lyra Health

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About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and elite provider network, 2.5 million people can receive best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $680 million.

About the Role
Lyra Health is looking for a Gainsight Administrator to join our Customer Success Operations team to help us implement, configure, monitor and maintain our critical technical environments. The Systems Administrator will oversee the daily monitoring and maintenance of Customer Success tools, with a focus on system performance, stability, data integrity and system hygiene. The Systems Administrator will also work closely with our business teams to understand their critical business requirements and collaboratively deploy solutions in those systems. This highly visible role will require extensive interaction and collaboration across various organizations and will take on mission critical projects that support our Customer Success team. We’re seeking a self-starter who is comfortable working across multiple teams, and will report into the Sr. Manager, Customer Success Operations.

Responsibilities:

  • Oversee the performance and stability of Gainsight and other Customer Success Operations tools through active monitoring and reporting of key processes and metrics related to systems health
  • Partner with the Customer Success team to learn their business needs. Determine the best solution approach within the Customer Success tool (Gainsight). Configure, QA and deploy new workflows in Gainsight, including system configuration, external integrations, reports, dashboards, journeys, and business rules Standardize and manage documentation of our essential systems and deployment processes, including QA, integration fields mappings, and design documentation
  • Build, implement, and manage reporting and dashboards to monitor performance against department KPI's
  • Own special projects, digging into customer health, risk, adoption trends, and more.
  • Manage cross functional efforts and projects to craft and improve customer success process and strategy

Requirements:

  • Minimum of 3+ years of experience working in an equivalent role in a Operations, Customer Success Operations, or other people-optimization roles
  • Certified Gainsight administrator desired, or equivalent experience with another business automation tool at an administrative level.
  • Knowledge of Gainsight Rules Engine, Journey Orchestrator, Scorecards etc.
  • High level of experience and comfort with both interpreting and developing analytics using Gainsight and excel
  • Experience building customer health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
  • Ability to work independently, multi-task effectively and thrive in a fast-paced, dynamic environment with general direction and guidance
  • Passion for mental health and changing the healthcare landscape.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

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An Insider's view of Lyra Health

What's the biggest problem your team is solving?

Putting clients first. - We strive to think about our various employer groups. Making sure that we have a diverse network that represents the employee populations within the various groups we work with.

Gary

Senior Strategist, Network Development

How has your career grown since starting at the company?

I started with Lyra as an MBA intern, building systems and processes for a new product called Blended Care Therapy. I loved the team and the product so returned full time and helped to scale the program to ~350 therapists. I’ve recently taken on the role of Director of Operations for Blended Care Medication Management.

Monique

Director of Operations for Blended Care Medication Management

What are Lyra Health Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Promote from within
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