Gainsight Administrator & CX Ops Analyst

About the Opportunity

As a member of the Customer Experience Operations team, Gainsight Administrator and CX Ops Analyst functions as the system owner for Cribl’s customer success platform Gainsight, and drives the operationalization and optimization of Cribl’s customer success strategies and associated business requirements through Gainsight and associated tools.

As an Active Member of our Team, You Will...

• Configure, deploy, and administer the Gainsight platform (reports, dashboards, surveys, end-to-end workflows, systems integrations) 
• Collaborate with cross-functional users and leaders to gather business requirements for Gainsight, and configure the system to meet those requirements
• Manage the roll out of Gainsight within the CX organization including providing documentation and end user training
• Identify process improvement opportunities and drive automation and operation scaling with the tool where needed and possible
• Document and implement business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
• Derive customer insights around customer health and metrics, and provide stakeholders regular updates
• Own the Customer Health metrics reporting, analytics and process improvement
• 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
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

If You've Got it, We Want It

• 3-5 years experience in operations for customer success, services, support, sales, or marketing
• Gainsight administration experience, with Gainsight Administrator Level 1 & 2 Certifications 
• Experience in data analysis, business requirements, and design of reports and dashboards
• Demonstrated project management, problem-solving and prioritization
• Experience working in cross-functional teams 
• Excellent written and verbal communication and presentation skills
• Is highly adaptable to changes and fast paced environments

Bonus Points:

• Experience working as a practitioner in customer success, or equivalent understanding of key customer success principles
• Hands on end-user experience with a CRM tool such as Salesforce
• Understanding of data structures, data modeling, and database management
• Animal lover - especially goats of any variety 

Salary Range ($91,200 - $145,000)

The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience.  In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.