Gainsight Administrator

Boston | Norwalk | Remote | Rochester

This is an exciting time to join Datto as part of a high performing, fast paced team that is directly accountable for the partner experience.  As the administrator of our customer success tool, Gainsight, you will leverage your technical aptitude and customer expertise to enable the Partner Success team and other cross-departmental stakeholders to operationalize business strategy and enhance core CX functions.  Additionally, you may be called up to play a key role in managing and/or supporting strategic initiatives that increase the effectiveness of the team and accelerate proactive capabilities of the Partner Success role. You will be someone who deeply cares about the success of your teammates, and can think creatively about how to improve the way to think about and engage the partner.

Does This Describe You:

You're eager to learn, personable, and technical/analytical.

A Look Inside the Job:

  • Enable Partner Success business strategy by designing & implementing technical processes and workflows across CX platforms (Gainsight, Salesforce)
  • Configure & optimize architecture of Gainsight to support key needs of Success and Go-to-Market teams (e.g., integrations, reporting / dashboards, workflows)
  • Build, manage and implement a robust features roadmap that improve the partner experience 
  • Identify platform & workflow enhancements to improve operational efficiency of Partner Success 
  • Drive adoption of best practices and standard procedures of CX tools 
  • Develop and manage platform configuration and process documentation 
  • Lead and manage required training & enablement of Gainsight across Partner Success and other key stakeholders
  • Define business logic, build workflows and dashboards that analyze customer data to trigger actions for Partner Success Managers to engage with customers proactively
  • Analyze team productivity and ensure effective use of all systems including Gainsight, Salesforce, and other internal systems
  • Learn all of the inner workings of the Success and Services teams, and help create process documentation and workflow mappings
  • Develop a strong understanding of Datto's most significant contributors to overall customer health, including sources of risk (of churn)

About You:

  • Bachelor's degree (Master’s degree in related technical field a plus)
  • 2+ years of Gainsight development/administration experience - NXT strongly preferred
  • Gainsight Certified Administrator (or equivalent experience) 
  • Proficiency in Salesforce; working knowledge of key Gainsight integrations
  • Understanding of data management principles and query language
  • Demonstrated aptitude in designing and building technical solutions
  • Strong reporting and data visualization skills
  • Solid analytical and problem solving capabilities
  • Attention to detail and quality assurance
  • Ability to manage multiple priorities and shift focus as necessary
  • Ability to create technical documentation accessible to all stakeholders
  • Excellent verbal and written communication skills
  • Experienced working with cross-functional teams
  • Experience with account management and/or customer success roles
  • ‘Can-do’ attitude towards understanding and decrypting a complicated systems landscape
  • Adaptable and able to solve issues with little to no definition or process
  • Strong oral and written communication skills with acute attention to detail
  • Thrives in a growing organization with rapidly changing capabilities & requirements
  • Collaborative team player
  • Critical thinker
  • Willingness to travel to other Datto offices as needed, ~10%

Strongly Preferred:

  • Previous Admin experience with Gainsight and/or Salesforce
  • Experience in a customer success operations, sales operations or business operations role

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Comprehensive health-care benefits
  • Flexible paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Charity match program
  • Education reimbursement
  • And more!

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited.  We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.

Gainsight Administrator

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