Gainsight Administrator

Remote
Full Time
Experienced

The Company 
Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for almost everything they do in their day-to-day. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Gainsight Administrator to join our growing team. 

What You’ll Do 

The Gainsight Administrator will play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as the first member of the Customer Success Operations team. The Gainsight Administrator will collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like HubSpot, while adhering to systems administration best practices. They will then train team members and business partners to use the workflows they’ve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals. This position reports to the Head of Customer Success. 

Primary Responsibilities 

  • Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations) 

  • Collaborate with cross-functional end users to gather business requirements that impact Gainsight and any associated CRMs, 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 

  • Manage the rollout of processes, including thoughtful timing 

  • 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 

  • Manage mapping and documentation of customer success processes 

  • 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 

  • Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release 

Required Skills & Qualifications  

  • Bachelor’s degree, or equivalent experience in a relevant field 

  • Experience interacting with senior leadership and managers 

  • Experience in operations for customer success, support and/or marketing 

  • Experience in data analysis, business intelligence, and design of reports, dashboards and health scores 

  • Understanding of data structures, data modeling, and database management 

  • Gainsight end-user and Gainsight administration experience, or Gainsight Associate Administrator Certifications 

  • Demonstrated project management, business analysis, and problem-solving 

  • Knowledgeable with journey orchestrator, in-app walkthroughs and data management workflows/automations with CX + PX 

Compensation & Benefits 

  • Competitive compensation based on experience 

  • Comprehensive health, dental and vision benefits 

  • 401 (k) plan with matching company contribution 

  • Short-term disability & long-term disability insurance 

  • Paid Time Off and company holidays  

  • Full suite of remote working tools and processes 

Location: 100% Remote 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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