Gainsight Administrator

Sorry, this job was removed at 11:36 a.m. (EST) on Tuesday, December 28, 2021
Find out who’s hiring remotely
See all Remote jobs
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

We prepare businesses to counter the latest cyber threats by helping their people to develop powerful, practical cyber skills.

We're an optimistic, motivated and friendly bunch on the lookout for like-minded people.

Be part of a high performing team with a supportive inclusive culture.


About Immersive Labs

Immersive Labs are the cyber skill experts. We equip, exercise and evidence the cyber skills of entire workforces, preparing organisations to counter the latest cyber threats. Our game-changing platform transforms the way people learn by engaging their curiosity and unleashing their potential with content informed by real-world events and threats.

https://www.immersivelabs.com/why-immersive-labs


Where we are now

Immersive Labs was founded in 2017. Since then we’ve grown to over 200 employees, and announced funding of more than $120 million. Our technology is already helping enterprises, including security teams at KPMG, Sophos and Airbnb, to power up their cyber workforces.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.


The opportunity

Due to our rapid growth we are now seeking our first Gainsight Admin / Customer Success Analyst to partner with the global Customer success team and leadership to improve the effectiveness of our CS processes and tools. As part of the team, you will support our customer success organization by managing the systems (Gainsight) they utilize and designing, documenting and enabling the processes used.  You’ll be a strategic partner to the VP of Customer success and be able to provide insight and data analysis to the team before they know they need it. 

This role is critical in our efforts to improve customer satisfaction, employee productivity, and revenue growth. To be successful you will be highly motivated and talented in getting the most out of Gainsight and Customer success tools, have excellent project management ability and conduct analysis of data to identify trends and insight. 


Your main responsibilities:

  • Own the administration and maintenance of all CS tooling, with a primary focus on operationalizing and optimizing our Gainsight Customer Success Platform
  • Execute and manage the successful integration of the GTM tech-stack with Gainsight, including (but not limited to) Salesforce, Zendeck, etc 
  • Support the rollout of processes, programs, and tools to improve the Customer Success team’s effectiveness. 
  • Structure and execute new operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analysis and developing robust recommendations 
  • Build, implement, and manage reporting and dashboards to monitor performance against department KPI’s 
  • Own special projects, digging into customer health, risk, adoption trends, and more. 
  • Consult with customer success, analyzing data from multiple systems and helping to improve overall customer success processes 
  • Manage cross functional efforts and projects to craft and improve customer success process and strategy 


To be successful:

  • Time in an Operations, Customer Success Operations, or other people-optimization roles 
  • Gainsight Administrator Certification or relevant experience
  • Knowledge of Gainsight Rules Engine, Journey Orchestrator, Scorecards etc.
  • High level of experience and comfort with both interpreting and developing analytics using Gainsight and excel
  • Experience building customer health and adoption scoring - aggregating data, mapping between systems, and scoring optimization 
  • Excellent communication skills 
  • Ability to manage multiple projects, coordinate project details among multiple departments and meet deadlines 
  • Ability to think strategically about how best to implement processes


Immersive Labs’ growth has been fuelled by our values that underpin everything we do, here's how they relate to this role:

  • Inclusive - We value different opinions and beliefs, contributing our ideas and celebrate the teams success 
  • Driven - Continuously improving on who we are and what we do. We are unafraid to explore our curiosity
  • Agile - Embracing organizational challenges, analyzing our environment and consider different approaches


What Immersive Labs offers:

As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work:

  • Look after you and your family with Health, Dental and Disability insurance; fully paid sick leave and mental health support.
  • Time off, flexible and remote working so you can work when and where is best for you, including 33 days holiday, 12 weeks enhanced parental leave, volunteering days, and birthday afternoon off
  • Save for the future with contribution matched 401K, and rewards and recognition for your successes
  • Career and learning development through the platform and our ‘Learn Anything’ fund
  • Recognition & Rewards for doing great work and living our values and behaviours
  • While most of the team are fully remote, when you do visit our North American HQ is based in the centre of Boston, just a 10 minute walk from Back Bay train station.
  • We’re a sociable, tight-knit team with monthly socials, sports clubs and quarterly parties. Our socials have included everything from cake competitions, to movie nights and escape rooms.


Find out more at https://careers.immersivelabs.com 

Unlock your potential with Immersive Labs. Click apply to find out more. 



Due to the holiday season and the whole company being given an extra week of holiday, we won't be able review your application until after the 10th January. 

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • typescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • SagaLibraries
    • Apollo Libraries
    • CypressFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TerraformFrameworks
    • SeleniumFrameworks
    • JestFrameworks
    • EnzymeFrameworks
    • MySQLDatabases
    • RedisDatabases
    • GraphQLDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • SalesLoftCRM
    • MailChimpEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • Google HangoutsCollaboration
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • JiraProject Management

Location

Centrally located in Back Bay, the Boston office is located three blocks away from both the Arlington Station on the Green Line, and Back Bay Station on the Orange Line or Amtrak. Close to 90 and 93, and a few steps from a bike share station.

An Insider's view of Immersive Labs

What’s the vibe like in the office?

The unique thing about being in our office is that we are a tightknit team working in a collaborative space. It has that true start-up feeling. We've all grown so close in such a short amount of time. At the end of the day, you can feel that everyone is truly invested in working towards the ultimate goal. Growing our company!

Jasmine

Strategic Account Manager

How do you collaborate with other teams in the company?

I'm lucky because I get to work with all the teams here at Immersive Labs. Sales, finance, legal, talent, marketing, you name it. I'm currently working with the talent team who sits in the UK, to build out our US headquarters. The goal is to ensure we are hiring really smart individuals in Boston with our core values.

Morgan

Executive Assistant

How has your career grown since starting at the company?

IL has given me the opportunity to work on projects with varying specialties. This has given me skills in every aspect of Cyber Security. The most exciting is analyzing malware and exploits - all day, everyday! IL keeps me completely up to date in the industry & encourages me to explore all avenues.

Ben

Senior Content Engineer

How does the company support your career growth?

Immersive Labs has been a major step forward in my career. Joining a rapidly growing startup like Immersive offers more opportunity than an established company. I've already had the chance to take a leadership position as we expand into the US market and at no point have I felt discouraged in sharing my opinions even to our CEO.

Harry

Strategic Account Manager

What are Immersive Labs Perks + Benefits

Immersive Labs Benefits Overview

Immersive Labs’ mission has always been to develop professional cyber skills and provide a safe and secure
digital landscape, globally. Doing what we do requires some pretty remarkable people – that’s why we
employ the same commitment to safety and security to better the lives of our world-class talent. Here’s how
we will empower and enable you to thrive, both in and out of work

Alongside a competitive salary, 25 days holiday + 11 federal days, 5% matched 401(k) contributions, and free snacks and drinks, we offer a wide range of great perks with more coming every month.

Check out our summary of benefits here: https://careers.immersivelabs.com/us-benefits/

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Day off for your birthday
Quarterly engagement surveys
Hybrid work model
In-person revenue kickoff
Employee awards
Flexible work schedule
Immersive Labs provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A Health Care Flexible Spending Account (HC FSA) and Dependent Daycase Flexible Spending Account (DC FSA) covering over 500 services.
Disability insurance
Should you have a long-term disability following an accident or injury, our LTD insurance is designed to look after you by covering a percentage of your salary until retirement.
Dental insurance
Several dental plans available, offering in-and out-of-network benefits for an annual fee of as little as $50 and $150, respectively
Vision insurance
Four carefully selected voluntary vision plans to meet your eye care needs
Health insurance
You will gain access to a number of United Healthcare plans designed to cover you and your immediate dependents, with several voluntary options so you can build a plan to suit you.
Life insurance
Basic life insurance and Accidental Death and Dismemberment (ADD) insurance with the option of further voluntary cover if you need it.
Wellness programs
Mental health benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
We have ADP’s 401 (k) plan, where we will make a safe harbor matching contribution equal to 100% of the first 5% of eligible pay that you contribute to the plan. Effective immediately.
Company equity
All full-time employees are eligible for an incentive stock option (ISO) grant as part of their offer package.
Performance bonus
Charitable contribution matching
All employees are eligible to have Immersive match contributions to a qualifying charity once per year. Up to $500 if you're fundraising solo, or up to $1000 if you're fundraising with other employees
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Our competitive parental leave package allows you to take the time to introduce your little one/s to the world.
Family medical leave
Adoption Assistance
We have an enhanced adoption policy to support you with the new family addition.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Everyone needs a break, so you'll receive 23 days of paid time off, as well as 10 federal holidays & an additional floating holiday to use at your discretion. You can carry 3 days over into next year.
Paid volunteer time
Each employee can take off two days per year to volunteer at qualifying events/programs.
Paid holidays
Paid sick days
No one chooses to get sick, which is why our paid sick leave is front-loaded and starts from day one.
Floating holidays
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Our commuting benefits cover bus and subway services, up to $300/month. Interest free travel loans to employees wishing to purchase a new bike or annual subway pass.
Company-sponsored outings
You’ll celebrate your hard work with a company-sponsored party each quarter, because we celebrate success in style. Plus, an annual company-wide trip to our headquarters in Bristol, UK.
Free snacks and drinks
Our office benefits are designed to make every workday great. These include coffee, teas, water, soft drinks, free fruit, and catered lunches once per week.
Some meals provided
We host meals in our Boston office on Wednesdays for employees in town.
Company-sponsored happy hours
Regular happy hours and outings throughout the year.
Recreational clubs
Fitness stipend
Via our healthcare provider, employees are eligible for up to $300 per year, to reimburse health clubs, gym memberships, etc. Immersive also directly contributes an additional $150/year.
Home-office stipend for remote employees
Employees have up to $700 in their first year with the company to build out or improve their home office setup. They also can receive an annual $50 top-up in years following.
Mother's room
Professional Development Benefits
Job training & conferences
You’ll get $250 per year to learn a new skill of your choosing under our Learn Anything benefit. Alternatively, employees have the option to put this allowance towards a mental wellness service.
Lunch and learns
Promote from within
Mentorship program
Your professional development is important to us; that’s why we support your career goals through regular feedback and coaching.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Apprenticeship programs

Additional Perks + Benefits

Immersive Labs’ mission has always been to develop professional cyber skills and provide a safe and secure
digital landscape, globally. Doing what we do requires some pretty remarkable people – that’s why we
employ the same commitment to safety and security to better the lives of our world-class talent.

More Jobs at Immersive Labs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Immersive LabsFind similar jobs like this