Join our dynamic team as a Gainsight Administrator, where you'll play a pivotal role in optimizing our customer success operations. As a Gainsight Administrator, you will configure, deploy, and manage the Gainsight platform, including reports, dashboards, and workflows. Collaborate with cross-functional teams to gather business requirements and configure Gainsight and Salesforce CRM accordingly. You'll work cross-functionally to configure and enhance the Gainsight platform, driving impactful customer engagement and continuous improvement.

Shift Timing - 2:00 PM - 11:00 PM

Hybrid Work Model: Work from Office Twice a week

About the Role:

Configure, deploy, and administer the Gainsight platform. (system configuration, reports, dashboards, end-to-end workflows, systems integrations)

Collaborate with cross-functional end users to gather business requirements that impact Gainsight and the Salesforce CRM and configure the system to meet those needs. (partnering with other operations teams as needed)

Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds.

Develop new business processes in partnership with Customer Success leadership and cross-functional teams.

Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers as a form of Next Best Actions.

Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends.

Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions.

Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform.

Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies.

Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release.

Preferred Qualifications:

Experience with ETL pipelines using Python and Snowflake's Snow SQL.

Proficiency in writing and executing SQL queries in Snowflake databases.

Familiarity with data transformation tools like DBT and DataBrew.

Knowledge of scheduling data transformation jobs with tools like Publishing Pathway.

Understanding of Snowflake's role-based access control (RBAC) model.

Ability to collaborate effectively with cross-functional teams for data analysis.

About You:

Overall, 3 to 6 years of experience working with CRM tool. The ideal candidate will have a blend of technical expertise and hands-on experience with Gainsight, as well as strong skills in system integration and user training. Specifically, you should have:

Strong business and technical knowledge of Salesforce, Gainsight or other Enterprise Applications.

Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications.

Clear communication with excellent written, verbal, and listening skills & Customer-focused approach.

Exceptional analytical & problem-solving skills with the ability to juggle multiple projects at one time.

Self-starter who takes the initiative to bring solutions to a complex problem

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.