Gainsight Administrator & Customer Success (CS) Playmaker
Cambridge, MA

Job Description

Gainsight Administrator & Customer Success (CS) Playmaker - Role Description:

The Gainsight Admin and CS Playmaker Role will be an important member of our Global

Renewals and Customer Retention team.

Experience

BS or BA required

Takes high degree of ownership over their work

CS and 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

Previous Gainsight experience

Excellent critical thinking skills - is able to break down ambiguous problems into concrete,

manageable components and think through optimal solutions

Understands object-oriented logic, concepts and fundamentals to develop CS and CTA

related reporting for our leadership

Helpful Background:

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

Responsibilities

Throughout all phases, the Admin owns our instance of Gainsight (within the Global

Renewals Team)

Responsible for the Gainsight architecture and configuration plus recommendations to our

SFDC design and support teams

Configure and deploy Gainsight to internal customers (including system configuration,

external integrations, reports, dashboards and workflows)

This Playmaker will leverage Customer Success experience to develop/deploy right

time/right fit Plays

Business Processes

Partner with cross functional departments to learn business needs and how it may impact

Gainsight and Salesforce

Support Global Renewals strategy through the development/evolution of CS processes and

associated tooling/reporting

Maintenance and Support

Manage Gainsight user accounts, groups and security settings within the Global Renewals

team.

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

Work with other Gainsight Admins within SYMC and Gainsight TAM to ensure our platform

remains current/fit for purpose

Symantec is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Symantec strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, Symantec will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. See the EEO poster and supplement.