Gainsight Administrator - Remote across Canada

Description

Info-Tech is one of the world’s fastest-growing IT research and advisory companies, proudly serving over 30,000 IT professionals. We are looking for a strong Gainsight Administrator to join our team.

The role of the Gainsight Administrator is to provide hands-on strategic support, development, and execution of the Gainsight CS platform and associated processes and workflows.  The goal of the role is to enable the continued development, maintenance, and adoption of the platform across Info-Tech’s business units, increase visibility of customer engagement, and drive customer retention and growth.

The primary focus of the Gainsight Administrator is to support the Gainsight CS production platform, developing and expanding dashboards, reports, features, and functionality as required by the firm.  Previous experience with Gainsight CS (Horizon/NXT) is critical and required, with additional Salesforce experience a plus:

Responsibilities:

• Define and capture business requirements per-department (Customer Success, Sales, and Executive Services) regarding customer engagement activities and metrics to be captured/reported on, playbook automation that could be leveraged, and workflow efficiencies that could be implemented;
• Leverage the full capabilities of Gainsight CS and its data integration with Salesforce and S3;
• Develop and implement strategies toward workflow adoption and task/data synchronization between Gainsight CS and SFDC, as they apply to cross-department accountability and execution;
• Leverage capabilities of Gainsight’s Journey Orchestrator (as required) as well as provide foundational support to other departments leveraging Journey Orchestrator (Marketing Operations, IT Engage Marketing, etc.);
• Prioritize, iterate and expand Dashboard and Reporting features, while introducing and expanding capabilities to additional business units over time;
• Provide support and leadership to current and future Gainsight CS feature implementations (Data Designer and Rules engine development, Adoption Explorer, Customer360, and overall platform Administration).

Competencies/Key Selection Criteria:

• Gainsight-certified, with hands-on experience in developing, deploying, and managing Gainsight CS (Horizon/NXT);
• Deep knowledge in practical customer success methodologies/practices and how they are deployed through the Gainsight CS platform
• 3+ years’ experience in customer success operations and/or customer-driven retention strategies;
• Cross-functional competencies in managing various business unit requirements and communicating/consolidating common and/or competing goals and activities;
• Ability to compile and distill business needs to technical requirements and executable workflows.

Why join us?

We are a growth focused, entrepreneurially spirited company that has consistently achieved YoY growth in our 25 years of operation and are especially proud of our double-digit growth in the midst of a global pandemic.

When you join Info-Tech you get access to unlimited opportunities for professional growth and development in your field of expertise or areas you are interested in. We promote learning to help you be a better professional and we will also pay for some of those certifications.

You will work in a highly collaborative team that functions efficiently even in a remote work setting. You will have flexibility to work from home, at the office (located in London / Toronto Ontario and quite fun), or in a hybrid mode.

We offer great competitive salaries, benefits plan, and RRSP matching plans.

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.


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