The Senior Gainsight Administrator is a strategic and technical role focused on being a dedicated partner, advisor, and CRM expert for our Customer Success team. The successful individual must be data-driven and confident partnering with cross-functional departments to implement best practices for managing Gainsight and driving reliable business outcomes. They should take full ownership of our CRM solution and be comfortable leading and influencing projects in a dynamic, rapidly scaling work environment. This global role supporting multiple international stakeholders can make immediate impact worldwide.
Responsibilities

• Act as a trusted advisor to define and implement the most effective, robust, and scalable Gainsight deployment strategy
• Manage existing platform configurations and the implementation of new solutions, including requirements gathering, design, testing, training, and successful roll-out
• Develop and continually improve the delivery of Customer Success KPIs-such as customer health, recurring revenue, and retention-for use by cross-functional teams globally
• Optimize Gainsight to manage both high-touch and tech-touch engagement models to scale in a high growth environment
• Configure and deploy Gainsight reports and dashboards to global stakeholders at all levels of the business
• Implement change management best practices to create buy-in, meet deadlines, and ensure effective outcomes
• Monitor system performance, data integrity, and user activity to optimize and make recommendations for continuous improvements
• Manage Gainsight integrations with Salesforce and other tools
• Work with broader Operations and IT teams to support priorities and evolution of CRM tools
• Collaborate with Operations and IT to manage data flows for dashboards in Tableau
• Provide regular and timely communication of program status and progress towards goals

Qualifications

• 5+ years of experience in system administration and advanced knowledge of CRM tools
• Expert CRM administrator with proven ability to develop, recommend, and implement effective business strategies
• Excellent project management skills, including gathering requirements, documenting use cases, managing expectations, and meeting delivery deadlines
• Deep experience with customer success business operations and data strategy
• Clear communicator with excellent written, verbal, and listening skills
• Natural ability to build relationships effectively across global teams
• Confidence in advocating for best practices
• Excellent critical thinking skills with ability to break down ambiguous problems into concrete, manageable components, think through optimal solutions, and communicate clearly to stakeholders
• Keen insights in data management to build effective, focused reports and dashboards that tell a story

SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.