The Gainsight Administrator will support the management of the Gainsight platform, ensuring its stability and providing end-user support while collaborating on customer success strategies.
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Digital Customer Success - Gainsight Administrator
Why We Have This Role
The Customer Success Team is at the heart of Qualtrics. Embedded in Customer Success, is our Digital Insights & Operations team, helping the organization pinpoint areas of opportunity with our customers, measuring impact of Customer Success programs, analyzing and improving our digital programs, and surfacing key insights back to the business. We understand our customers’ goals and, as trusted advisors, recommend solutions to the challenges they face with a data-driven approach. Qualtrics is seeking a Gainsight Administrator to join our Digital Insights & Operations team. We are looking for a Gainsight expert with a deep understanding of Customer Success tools to help manage our platform and support our frontline teams. The person in this role will support our Customer Success platform administration, health and overall stability and have a direct impact on how we deliver customer success and ensure that our frontline teams have the tools they need to succeed.If you have extensive gainsight experience and enjoy solving complex challenges to deliver Customer Success, this role is for you.
How You’ll Find Success
- Play a crucial role in driving value for customers across the lifecycle as a reliable member of the Digital Insights and Operations Team providing Gainsight platform administration and end user support.
- Maintain platform stability and integrity through established processes and tools.
- Collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements.
- Act as a resident Gainsight Subject Matter Expert and Train team members on Gainsight features and recommend best practices around platform usage for the business.
- Ensure reliable platform operations and comprehensive management of tool features.
How You’ll Grow
- Lead with Influence: Develop your leadership skills, inspiring and motivating teams to achieve exceptional results.
- Expand Your Horizons: Gain exposure to diverse work cultures and global business practices.
- Become a Strategic Partner: Build strong relationships with senior leadership and contribute to Qualtrics' overall success.
- Make a Lasting Impact: Leave a legacy of positive change, shaping the future of work for Qualtrics employees worldwide.
Things You’ll Do
- Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations, customer journeys, health scores, user management, Call to Action management and optimization)
- Collaborate internally and cross-functionally to refine and gather business requirements that impact Gainsight and the CRM, and configuring 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
- Manage day-to-day support of frontline users, including field questions, ad-hoc requests, user administration, security and permissions.
- Drive platform utilization by identifying opportunities, including recommending features or enhancements during new releases while assuring quality with everything that we build.
- Maintain and optimize system performance and data integrity.
- Maintain documentation for team configurations and processes.
- Proactively managing and resolving any critical bugs or issues with the system.
What We’re Looking For On Your Resume
- Bachelor’s degree, or equivalent experience in a relevant field (e.g., Computer Science, information systems, Mathematics, Software Engineering, Information Technology)
- Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software.
- 2-3 years of experience in Gainsight platform administration or other enterprise tooling.
- Experience with technical tools in a fast-paced operational environment
- Demonstrated experience in project management or business analysis, driving initiatives to completion.
- Experience working in Customer Success, or equivalent application of understanding customer needs and translating that into tangible outputs.
- Experience working in cross-functional teams.
- Self-starter, demonstrating leadership of owned projects and ability to work independently.
- Excellent written and verbal communication and presentation skills.
- Gainsight administration experience, or Gainsight Administrator (Level 1+) Certification
- Gainsight Community experience
- CRM administration experience or certification
- Experience interacting with senior leadership and managers
- Experience in operations for customer success, sales, support, services, or marketing
- Experience in data analysis, business intelligence, and design of reports and dashboards
- Understanding of data fundamentals, including ETL, data structures, data modeling, and database management
- Experience with SQL and/or Python
What You Should Know About This Team
- We enjoy problem solving and working as a team to find the best solution that not only works from a technical standpoint, but also meets the needs of our customer-facing teams. We have a passion for technology and the ability to properly explain technical tasks to non-technical stakeholders.
- We love to collaborate with teams across the organization while also being able to work independently and be a self-starter.
- We are introducing new ways of working within the Customer Success org and the Digital Insights & Operations team plays a key role in enabling our frontline teams to deliver Customer Success effectively and at scale.
Our Team’s Favorite Perks and Benefits
- Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration
- Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
- Experience bonus to be used for an “Experience” of your choosing every year.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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Top Skills
CRM
Gainsight
Python
SQL
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