Job Information
AMERICAN CYBER SYSTEMS INC Gainsight Administrator & CX Ops Analyst in SALT LAKE CITY, Utah
Cribl does differently.
What does that mean? It means we are a serious company that doesn't take itself too seriously; and we're looking for people who love to get stuff done, and laugh a bit along the way. We're growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are.
As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity.
About the Opportunity
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.
As an Active Member of our Team, You Will...
- 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
If You've Got it, We Want It
- 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
Bonus Points:
- Experience working as a practitioner in customer success, or equivalent understanding of key customer success principles
- Hands on end-user experience with a CRM tool such as Salesforce
- Understanding of data structures, data modeling, and database management
- Animal lover - especially goats of any variety
Salary Range ($91,200 - $145,000)
The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate's job-related knowledge, skills, and experience. In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment b enefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.
Bring Your Whole Self Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. W 're building a culture where differences are valued and welcomed, and we work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
Interested in joining the Cribl herd? Learn more about the smartest, funniest, most passionate goats you'll ever meet at cribl.io/about-us.
