Gainsight Administrator
Fusion Risk Management
The Role
Fusion Risk Management is seeking a highly motivated and detail-oriented Gainsight Administrator to support our Customer Success Program. This individual will play a critical role in the administration and optimization of Gainsight, focusing on the development and launch of a digital customer experience. The Gainsight Administrator will collaborate with cross-functional teams to ensure Gainsight effectively supports Customer Success goals and initiatives. Additionally, the successful candidate may be involved in other Customer Success Program initiatives, including the development and maintenance of Standard Operating Procedures (SOPs), Escalation Program support, and other duties as assigned.
Key responsibilities of this role:
1. Gainsight Administration:
o Configure and maintain Gainsight, including user setup, permissions, workflows, rules, and integrations with CRM systems like Salesforce.
o Monitor Gainsight’s performance and resolve technical issues promptly.
2. Digital Customer Experience Development:
o Design and implement a comprehensive digital experience strategy within Gainsight, leveraging Journey Orchestrator, ensuring alignment with Fusion’s Customer Success objectives.
o Develop customer journeys, email campaigns, and automated workflows to enhance engagement and satisfaction.
o Customize dashboards and reports to track customer interactions and key performance indicators (KPIs).
3. Data Management:
o Manage and maintain customer data integrity and hygiene within Gainsight.
o Develop data rules, triggers, and processes to improve accuracy and reliability of insights.
4. Stakeholder Collaboration:
o Work closely with Customer Success Managers, Sales, Marketing, and IT teams to align Gainsight capabilities with business requirements.
o Provide training and ongoing support to users, ensuring effective utilization of Gainsight tools and features.
5. Continuous Improvement:
o Stay updated on Gainsight’s latest features and capabilities, implementing enhancements as needed.
o Regularly assess Gainsight’s performance and identify opportunities for optimization.
6. Project Management:
o Lead projects related to Gainsight enhancements, ensuring timely delivery and successful execution.
o Document system configurations, workflows, and best practices for future reference.