Gainsight Administrator

Cloudbeds is the hospitality industry's fastest-growing technology provider for hotels, hostels, vacation rentals, and hotel groups. Our award-winning Cloudbeds Hospitality Platform is currently helping a growing clientele of 22,000+ properties in 157 countries to increase revenue, streamline operations, and deliver memorable guest experiences.

Behind the Cloudbeds platform is a growing team of 500+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry’s biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we've founded the company as #RemoteFirst, #RemoteAlways with shared core values that allows our team to thrive. This means we:

- Hire the best people wherever they're located;
- Emphasize the value of results over hours put in;
- Provide flexibility in working hours and locations;
- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

Together we're on a mission to power every property in the world and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar **Gainsight Administrator**.**
**Shift**:Flexible (Preferable shift 9am - 5pm EST)
**What You Will Do**:

- Implementing and administering Gainsight and technical project management for various Customer Success programs
- Responsible for the architecture and configuration of their environment
- Coordinate internally to help identify the sources, metrics, frequency, and granularity of their data
- Configure and deploy Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards, and workflows)
- Partner with cross-functional departments to learn business needs and how they may impact Gainsight and Salesforce
- Support the implementation of Customer Success Plan templates
- Identify which processes to roll out and when
- Support business strategy development for the services teams and manage mapping, documenting, and implementing CS processes
- Help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects your customer data.
- Develop a keen understanding of your organization’s sources of risk (of churn) as well as positive trends.
- Design business rules that analyze your customer data, and trigger actions for the customer success team to proactively engage with customers
- Responsible for ongoing development, maintenance, and enablement of Gainsight and ensuring that all team members achieve positive metrics for success, including, but not limited to, improved visibility of risks or opportunities, improving Time-to-Value for our customers, increasing NPS and Customer Satisfaction as well as overall customer retention and expansion
- Manage user accounts, groups, and security settings in Gainsight and Salesforce
- Make recommendations to improve efficiencies through the development and adoption of best practices and standardized procedures
- Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
- Helps prepare the Customer Success team to roll out additional processes or functionality.
- Provides day-to-day end-user support to all levels of the organization
**Key Competencies include**:

- Previous Gainsight Admin experience (REQUIRED)
- Certified Gainsight Administrator (preferred)
- Pendo Platform / Gainsight PX / Similar Platform Administration experience (preferred)
- Experience with building playbooks and templates with CSM software platforms
- Experience with Customer Success in a SaaS technology business, especially in high growth organizations
- Previous experience on a Customer Success team is a plus
- Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
Demonstrated ability to execute multiple projects from requirements gathering to finish and meeting project deadlines.
- Prior experience working in a customer on-boarding, training, or success organization and partnering with cross-functional stakeholders across the company
- Demonstrated track record of customer success operations, project management, business analyst, problem-solving, business planning, and analytical skills
- Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
- Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.
**You’ll Succeed With**:

- Communication skills and a posi