Job Information
Cribl, Inc Remote Gainsight Administrator & CX Ops Analyst in Clarksdale, Mississippi
This is a job for a Remote Gainsight Administrator & CX Ops Analyst located with a company in the Jackson, MS area.
Job Summary: As a member of the Customer Experience Operations team, Gainsight Administrator and CX Ops Analyst functions as the system owner for Cribl's customer success platform Gainsight and drives the operationalization and optimization of Cribl's customer success strategies and associated business requirements through Gainsight and associated tools.
Responsibilities: Configure, deploy, and administer the Gainsight platform (reports, dashboards, surveys, end-to-end workflows, systems integrations). Collaborate with cross-functional users and leaders to gather business requirements for Gainsight and configure the system to meet those requirements. Manage the roll out of Gainsight within the CX organization including providing documentation and end user training. Identify process improvement opportunities and drive automation and operation scaling with the tool where needed and possible. Document and implement business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers. Derive customer insights around customer health and metrics and provide stakeholders regular updates. Own the Customer Health metrics reporting, analytics and process improvement. 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. Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release.
Qualifications: 3-5 years' experience in operations for customer success, services, support, sales, or marketing. Gainsight administration experience, with Gainsight Administrator Level 1 & 2 Certifications. Experience in data analysis, business requirements, and design of reports and dashboards. Demonstrated project management, problem-solving and prioritization. Experience working in cross-functional teams. Excellent written and verbal communication and presentation skills. Is highly adaptable to changes and fast paced environments.
Equal Opportunity Employer -- minorities/females/veteran/other individuals with disabilities/Sexual orientation/gender identity.
