Gainsight System Administrator at Acquia

| Greater Boston Area
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Acquia is an open-source digital experience company. We provide the world's most ambitious brands with technology that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms.

Headquartered in the U.S., we have been named as one of North America’s fastest-growing software companies as reported by Deloitte and Inc. Magazine, and have been rated a leader by the analyst community and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future of the web, and we want you to be a part of it.

The Gainsight Administrator Role may be a component of an overall Customer Success Operations position, or may be a full-time position. This document describes key success factors for any Gainsight Administrator and may be used as a part of a broader role.

Experience 

    • BS or BA required
    • Takes high degree of ownership over their work

  • Business-Specific

      • Understanding of Customer Success
      • Clear communicator with excellent written, verbal, and listening skills
      • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
      • Confidence in advocating for best practices

  • Application/Technical

    • Recommended one (1) year of Salesforce.com configuration and administration
    • Strong Salesforce user, administrative, configuration and reporting skills
    • Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
    • Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)

 Helpful Background:

  • Previous Gainsight experience
  • Previous sales operations or a business operations role
  • Customer Success or Account Manager with an affinity for technology, data and process
  • Familiar with reviewing and understanding data used to build dashboards and reports
  • Project management and task organization skills
  • Excellence in providing end user support

Responsibilities

Throughout all phases, the Admin owns their instance of Gainsight.

    • Implementation
      • 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)

  • Business Processes

      • Partner with cross functional departments to learn business needs and how it may impact Gainsight and Salesforce
      • Identify which processes to rollout 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

  • Maintenance and Support

    • Manage user accounts, groups and security settings in Gainsight and Salesforce
    • Make recommendations to improve efficiencies through 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


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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • DrupalCMS

Location

Acquia is in the Financial District near Faneuil Hall and Post Office Square with tons of great restaurants and fun after-work venues to choose from!

An Insider's view of Acquia

What are some social events your company does?

For the past five years, the Boston office has partnered with the Wonderfund (www.wonderfundma.org) to pair Acquians with the holiday wish lists of local children. We sponsored 250 kids in 2019 and look forward to continuing our partnership in 2020!

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

There are a number of different projects we are always working on from maintenance and performance optimizations to new customer features. For me, the most exciting and rewarding projects are where we release a piece of functionality that excites and delights our customers and makes their jobs easier.

Rok

Senior Director, Engineering

How does the company support your career growth?

Our culture of continuous, lifelong learning allows every Acquian opportunities to learn, stretch and grow. With support and coaching from their managers and Global Learning Programs, Acquians have access to a robust online learning platform, a mentor program, and more. Every day offers the opportunity to take on unique challenges.

Amy P.

Senior Director, Global Talent Development

How do you empower your team to be more creative?

The trick to empowering creativity is encouraging frequent communication and iteration. Embrace behaviors, not platitudes, that remind the team there is no such thing as failure. Embed creativity and make it more than a tagline. Show that nothing is unsalvageable; focus on ‘why’ things occurred, and make everything a learning opportunity.

Brian

Manager, User Experience Research

How do your team's ideas influence the company's direction?

We are able to influence how content is delivered and monetized by global businesses in 2 ways. Acquia's founder created Drupal, the leading open source CMS in the world and we are proud of our close relationship with the Drupal community. We have also pivoted towards DXP capabilities and offer a full suite of solutions to our customers.

Charley D.

Vice President, Products

What are Acquia Perks + Benefits

Acquia Benefits Overview

Work/life balance is important to us. Employees take time off when they need it, and come back to work feeling refreshed. We offer up to 13 weeks of maternity and six weeks of paternity, partner and adoption leave, all paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, common areas, a game room, Friday afternoon Happy Hour, and Mac computers.

Culture
Volunteer in local community
In Boston, Acquia has partnered with Cradles to Crayons, Pine Street Inn, Wonderfund, TUGG (Tech Gives Back), Bow Market, Horizons for Homeless Children, and the Maurice J. Tobin School in Roxbury.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
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