GainSight Admin

Are you tech savvy and passionate about tooling and customer success? We are looking for a technically skilled Gainsight Administrator to manage and optimize GainSight across our suite of software products.  

In this role, you will help manage digital customer engagement for our veterinary software products. This will include creating sustained journeys for our customers through digital engagement, partnering closely with product marketing and customer success teams, as well as with development teams to ensure robust api integrations with various data sources to ensure data driven plays within GainSight. To begin with, this role will have a heavy emphasis on our new product, Vello, customers and optimisation.  

We are happy for this role to be remote or based hybrid in our Westbrook ME, or Frisco, TX office.  

This role will sit within our IDEXX Veterinary Software product portfolio. With a focus on software solutions, we are dedicated to enhancing the health and well-being of pets, people, and livestock around the world. Through the power of the cloud, our solutions simplify the flow of information across any practice and link vets to what they need when they need it. Patient data. Client communications. Business insights. All at their fingertips. 

Our journey is solving veterinary practices’ most pressing needs by focusing on innovation to drive meaningful improvements in animal health. 

• Your primary goal will be to support the optimization of Gainsight usage to help drive data-driven decision-making and enhance the user experience. 

• You will oversee the administration, configuration, and maintenance of the Gainsight platform and utilize retention and expansion tactics to identify and prevent attrition risk. 

• You will work closely with our CSMs and Marketing teams to create engagements that support retention, expansion, and advocacy across all customer segments. 

• Create and manage scalable processes and solutions on the Gainsight platform to support business goals. 

• Support the team in leveraging Gainsight analytics capabilities to gather, analyze, and present actionable insights on user behavior, product adoption, and feature usage. 

• Help manage and document configurations, processes, and best practices. 

• Identify trends and opportunities to improve user engagement. 

• Day-to-day responsibilities fall into three categories: solution design, business processes, and maintenance, including CSM user support. 

• Gainsight experience 

• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics) 

• Gainsight experience as end-user, including administration responsibilities 

• Experience as end-user of a CRM, customer support system, or marketing automation system 

• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software 

• Experience working in customer success, or equivalent understanding of key customer success principles 

• Demonstrated project management, business analysis, and problem-solving 

• Experience working in cross-functional teams 

• Self-starter, demonstrating leadership of owned projects 

• Excellent written and verbal communication and presentation skills 

• Strategic thinking and prioritization 

• Problem solver with a systems mindset 

• Experience in data analysis, business intelligence, and design of reports and dashboards 

• Understanding of data structures, data modeling, and database management 

• Opportunity for annual cash bonus    

• Health / Dental / Vision Benefits Day-One    

• 5% matching 401k    

• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more   

If you’re looking for a role that’ll challenge you, offer a variety of work and learning, while helping an amazing industry, we’d love to hear from you! 

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. 

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.  
 
Let’s pursue what matters together. 

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. 

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. 

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