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This critical role in our group will be responsible for the continued architecture and configuration of our Gainsight environment. This will include building out activities in Journey Orchestrator, creating and building playbooks, setup of dashboard reports that meet the needs of our stakeholders, build out data queries and rules to facilitate programs and playbooks. This role will work with the Customer Success team leads to understand the requirements to build the Gainsight elements. You must be able to interpret complex business requirements and convert them into data models, SFDC queries and Gainsight workflows.

The successful candidate is analytical, understands how to use Gainsight to solve business problems, and possesses a strong passion for developing in Gainsight NXT to help drive our fast-growing business. You have excellent business acumen and communication skills and enjoy working with cross-functional partners to develop business driven results. You should be passionate about Gainsight, be driven to solve complex problems, and strive to deliver business ROI to the organization from your work.

Requirements

• Minimum of 2 years of experience in Gainsight Administration
• At least 1 year of experience as a Salesforce Administrator.
• 1+ years using and configuring Gainsight's built-in Surveys tool with Journey Orchestrator to manage Scorecards, Adoption Explorer, Business Modeler/Relationships, and Sightline Vault.
• Understanding of data structures, data modeling, and database schema in Gainsight and Salesforce.
• Ability to navigate within Gainsight, including managing data and users, building customized datasets, and generating reports with Report Builder and Data Designer.
• Strong business and technical acumen.
• Proven business analysis skills.
• Customer-focused approach.

Responsibilities

• Own the Gainsight environment with approximately 80% Gainsight Administration and 20% SFDC integration.
• Configure, deploy and administer Gainsight (including system configuration, reports, dashboards, and workflows) in partnership with the business and implement requirements identified by the organization.
• Build and configure Gainsight features Timeline, C360, Cockpit, Playbooks, Success Plans, and Success Snapshots.
• Collaborate with internal teams on the design of business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers.
• Manage the existing platform configurations as well as the implementation of new solutions, including requirement gathering, design, testing, training, and continuous improvements within Gainsight.
• Monitor system performance, data integrity and user activity to make recommendations and deploy continuous improvements.
• Serve as a frontline resource for internal end-users to field questions and resolve issues.
• Design and maintain the end-to-end workflows in SFDC and Gainsight.
• Configure and deploy Gainsight reports and dashboards to various levels of the business.

Benefits

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industrys most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth and transformational change. CallMiner is trusted by the worlds leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

CallMiner's core set of values from teamwork and ownership to success and joy serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2021 & 2022 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state or local laws.