Gainsight Customer Success Administrator

Your Title: Gainsight Customer Success Administrator

Job Location: Portland, OR or Westminster, CO

Our Department: AECO

Do you love building scalable customer-centric journeys to drive strong partnerships and adoption of SaaS solutions? The Customer Success Organization's mission is to nurture, retain and grow our customers by deepening adoption of our products and providing value throughout their journey. We do this as a liaison for our valued customers to ensure they are set up for success. But in an environment of tens of thousands of customers, building scale is critical as human led journeys are not scalable across the entire customer base. This is why we are bringing Gainsight CS into Trimble's Construction sector to not only help manage our customer base but build customer journeys and automation for a proactive digital engagement strategy with the customer's goals in mind.

What You Will Do

We are seeking a dedicated and detail-oriented Gainsight CS Administrator to join our Customer Success Organization. The ideal candidate will be responsible for the administration, configuration, and optimization of Gainsight CS, ensuring that our Customer Success Managers (CSMs) have the tools they need to engage with customers effectively. This role will also involve building out and maintaining customer journeys, automating workflows, and analyzing customer data to drive actionable insights. Reporting to the Manager of Customer Success Operations, you will collaborate with Customer Success leaders and your Digital Success peers to design and deliver 'digitally-led' customer experiences - it's a mix of data analytics, process analysis and improvement, and Customer Success. The goal is to design digital journeys for onboarding, adoption, renewals, and ongoing engagement.

• Customer Journey Orchestration & Automation:

  • Build and manage automated journeys and Gainsight campaigns that align with our customer lifecycle stages

  • Implement automated workflows and interactions to streamline CSM engagement, including onboarding, renewals, and upsell opportunities

  • Collaborate with CSMs and leaders to understand business needs and translate them into Gainsight configurations

• Gainsight Administration:

  • Administer Gainsight CS , including user management, configuration, and updates

  • Ensure data integrity through data uploads, system integrations, and audits

  • Configure and maintain Gainsight dashboards, reports, and scorecards to provide insights into customer health, product usage, and CSM performance

• System Optimization:

  • Continuously optimize Gainsight processes to improve efficiency and effectiveness

  • Monitor system performance and troubleshoot any issues that arise, ensuring minimal downtime and maximum productivity

  • Stay up-to-date with Gainsight product updates and new features

• Reporting & Analysis:

  • Develop and maintain custom reports and dashboards to track key metrics, such as customer health scores, churn risk, and team performance

  • Analyze data to identify trends and improve retention and engagement

  • Provide insights and recommendations to leadership team based on data analysis

What Skills & Experience You Should Bring

• Must have 2+ years of experience in Gainsight administration

• Gainsight Administrator Certification is a plus

• Strong understanding of customer success principles

• Understanding of customer journey mapping and digital engagement strategies

• Familiarity with SQL, APIs, data management and system integration

• Exceptional communication and presentation skills (both written and verbal) with the ability to translate complex concepts into user-friendly content

• Ability to collaborate cross-functionally

• Highly organized and self-directed with proven ability to manage and prioritize multiple tasks in a fast-paced environment

• Be innovative, persuasive, creative, and have a genuine curiosity

• Goal and results-oriented, optimistic, embraces change and leads with a growth mindset

• Proficiency in Salesforce and G-Suite highly preferred

About our Construction Software sector

We are focused on bringing a unified business strategy around the following categories: Building Preconstruction, Project and Operations Management, Finance and Human Capital, and Digital Supply Chain. Our products and services in these categories comprise the majority of the offerings currently available on Trimble Construction One (TC1).

Our goal is to deliver a unified TC1 offering to our customers, including connected workflows that enhance the profitability of our customers and drive our business growth. TC1 represents our customers' opportunity to embark on a digital transformation journey of their own. The advent of TC1 allows our customers to engage with more of Trimble's capabilities in a streamlined and integrated way.

About Your Location

Under a flexible work arrangement, this resource primarily supports the Construction Enterprise Solutions (CES) Sector and ideally works in a hybrid environment, based primarily in either our Lake Oswego office (suburb of Portland) or our Westminster office (near Denver).

In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time worked in the office based on the position and the business need. Typically hybrid positions are 3 days per week, or 60% of the month, in the office.

Trimble's Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

Trimble's Privacy Policy

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

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Hiring Range:

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Bonus Eligible?

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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