Sr. Gainsight Implementation Administrator

Job ID: 23-753

At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 220,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.

Envision Yourself at Barracuda

We are looking for a Gainsight Implementation administrator to join our growing team to support the organization needs of our Customer Success group. We are implementing Gainsight to integrate with our Salesforce CRM and you will play an integral role in this implementation and it’s overall success.  You will collaborate with cross functional business teams to develop customer success strategies and craft the associated business requirements into technical design to be implemented into our Gainsight system, and at times, other integrated CRM’s such as Salesforce while adhering to system administrative best practices.

Working as an individual contributor using existing tools, templates, and resources, you will drive the adoption of our solutions while also optimizing our global customer success retention and growth efforts and communicate information beneficial to the team.

What you’ll be working on:

• Implementation and administration of the Gainsight platform
• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
• Collaborate with cross-functional teams to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
• Develop new business processes in partnership with Customer Success leadership and cross-functional teams
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
• Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
• Proactively offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures for CS
• 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
• Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
• Act as Voice of the CSM and provide feedback to Support, Sales, Operations and Product teams

What you bring to the role:

• Gainsight implementation experience
• 3+ years of Customer Success or Operations experience is preferred
• Experience as Gainsight experience as end-user is preferred
• Experience with Gainsight Administration or Gainsight Associate Administration (Level 1) Certification
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modeling, and database management
• Experience working in customer success, or equivalent understanding of key customer success principles
• Excellent communications and Customer Service skills (active listening, written, oral, presentation)
• Customer-facing experience, especially as a Customer Success Manager
• Experience interacting with senior leadership and managers
• Experience in operations for customer success, sales, support, services, or marketing
• Strong analytical and problem-solving skills
• Self-motivated, proactive team player with innovative ideas
• Strong communication and interpersonal skills. Proven experience building strong relationships
• Exceptional Time Management skills