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System Admin/Business Analyst - Gainsight
., Minnesota  |  Remote
Contract Position
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Applied on October 20, 2021
Job Id #50727 Posted September 20, 2021

 Responsibilities
Throughout all phases, the Admin owns their instance of Gainsight.
 Implementation
  •  Responsible for the architecture and configuration of our environment
  •  Coordinate internally to help identify the sources, metrics, frequency, and granularity of data
  •  Configure and deploy Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
  •  Is the subject matter expert (SME) on data sources and structure. This role will have the ability to query and extract data from the source, as well as facilitate mapping and joining data across different sources.
 Business Processes
  •  Partner with cross functional departments to learn business needs and how it may impact Gainsight and Salesforce
  •  Identify which processes to rollout and when
  •  Support business strategy development for the services teams and manage mapping, documenting and implementing CS processes
  •  Help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects our customer data.
  •  Develop a keen understanding of our organization’s sources of risk (of churn) as well as positive trends.
  •  Design business rules that analyze our customer data, and trigger actions for the customer success team to proactively engage with customers
 Maintenance and Support
  •  Manage user accounts, groups and security settings in Gainsight and Salesforce
  •  Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
  •  Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
  •  Helps prepare the Customer Success team to roll out additional processes or functionality.
  •  Provides day-to-day end user support to all levels of the organization
  •  Responsible for learning the administration of Gainsight system and ongoing configuration needs and enhancements.
Experience
  •  BS or BA required
  •  Takes high degree of ownership over their work
  •  Business-Specific
  •  Understanding of Customer Success
  •  Clear communicator with excellent written, verbal, and listening skills
  •  Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
  •  Confidence in advocating for best practices
Application/Technical
  •  Recommended one (1) year of Salesforce.com configuration and administration
  •  Strong Salesforce user, administrative, configuration and reporting skills
  •  Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  •  Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
Helpful Background:
  •  Previous Gainsight experience
  •  Previous sales operations or a business operations role
  •  Customer Success or Account Manager with an affinity for technology, data and process
  •  Familiar with reviewing and understanding data used to build dashboards and reports
  •  Project management and task organization skills
  •  Excellence in providing end user support

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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