Customer Success Gainsight Administrator (Remote)

| Austin, TX
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Conversica is the pioneer and leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. Conversica Intelligent Virtual Assistants are AI-powered, SaaS-based software applications that serve as virtual team members and autonomously engage contacts, prospects, customers, or partners in personalized human-like, two-way interactions to drive towards the next best action across the customer revenue lifecycle; whether that’s scheduling a sales meeting, gauging interest to buy additional products or services, or politely but persistently collecting overdue payments.


Reaching out to over 100 million people on behalf of thousands of companies, Conversica Intelligent Virtual Assistants are built on a proven and patented intelligent automation platform integrating natural language understanding (NLU), natural language generation (NLG), autonomous action chains and deep learning capabilities that engage prospects over multiple communication channels and in multiple languages. 


Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in Foster City, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.


Conversica is looking for a Customer Success Gainsight Administrator to join our customer success enablement team. This role will play a pivotal part in our Customer Success operations by owning the administration and configuration of Conversica’s Gainsight environment and working with business stakeholders to design processes to meet business requirements. You'll use Gainsight to operationalize customer success processes, manage and track customer health, and visualize important business data with reports and dashboards.


As a Customer Success Gainsight Administrator, you are passionate about systems, data, and technology. You are detail-oriented and a critical thinker who is energized by using technology to solve problems and promote efficiency. You are driven to make life easier for your end-users by creating impactful processes and workflows that help them succeed.

Responsibilities

  • Own the administration and configuration of Conversica’s Gainsight environment
  • Configure and deploy additional Gainsight processes or functionality to internal customers (including system configuration, external integrations, reports, dashboards, and workflows)
  • Design business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers
  • Help determine the most significant contributors to overall customer health and configure customer health scorecards that reflect customer data.
  • Partner with cross-functional teams to understand business needs and how they may impact Gainsight and Salesforce.
  • Develop a keen understanding of Conversica’s sources of risk (of churn) as well as positive trends.
  • Make recommendations to improve efficiencies through the development and adoption of Gainsight best practices.
  • Support business strategy development for the customer success team and manage mapping, documenting, and implementing CS processes
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
  • Manage user accounts and security settings in Gainsight and Salesforce
  • Provide day-to-day end-user support to all levels of the organization

Qualifications and Requirements

  • Minimum of one (1) year experience in CRM administration, previous Gainsight or Salesforce experience preferred.
  • Proven understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
  • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
  • Excellent critical thinking skills with the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Experience reviewing and understanding data to build dashboards and reports
  • Understanding of Customer Success concepts and fundamentals
  • Clear communicator with excellent written, verbal, and listening skills
  • Strong project management and task organization skills with the ability to manage projects to a deadline.
  • Understanding of Customer Success concepts and fundamentals
  • Confidence in advocating for best practices
  • Passionate about technology, data, and processes.

#LI-Remote


Conversica is an equal opportunity employer and values diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.


Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Conversica does not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or company that does not have a signed agreement with Conversica.

More Information on Conversica
Conversica operates in the Artificial Intelligence industry. The company is located in Foster City, CA, Seattle, WA and Bellingham, WA. Conversica was founded in 2007. It has 219 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 3 open jobs at Conversica, click here.
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