Gainsight Technical Administrator

Emplifi’s unified customer engagement platform empowers more than 20,000 of the world’s leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

 

About the Salesforce Team

The Salesforce Team plays a critical role in supporting the organization by ensuring seamless integration and functionality of Salesforce and other integration solutions. This position will primarily sit within the Salesforce Team, which is based in the Czech Republic, and work closely with our Customer Success Team to deliver superior client experiences.

The team operates using an agile methodology organized into sprints, ensuring efficient project delivery and continuous improvement. Members are encouraged to pursue their individual growth through a structured career ladder and are supported in obtaining certifications to advance their careers. Beyond the professional growth opportunities, the Salesforce Team values camaraderie and team bonding. We regularly engage in informal activities, such as lunches and board games, to strengthen our team dynamic. 

 

Job Summary

We are seeking a Gainsight Technical Administrator to support and enhance our customer success initiatives. The ideal candidate will possess knowledge of Gainsight, Salesforce, (Mixpanel), and database management, and will play a critical role in developing, maintaining, and improving our Gainsight-related projects.

A Gainsight Administrator will have the opportunity to collaborate with Salesforce Administrators to gain hands-on experience with the platform and work alongside our Architect to align on the best Gainsight integration strategies.

 

What You’ll Do Here

Technical Support & Project Management:

• Onboarding Projects: Support onboarding projects by setting up PX/email configurations and providing technical support for product tours and mapping.
• NPS & Surveys Management: Manage the migration of NPS and other surveys (Voice of Customer).
• Product Release Updates: Ensure accurate and timely dissemination of product release news to relevant stakeholders.
• Health Scores & CTAs: Utilize Gainsight usage data to develop and maintain Health Scores and Call-To-Actions (CTAs).

Data Management & Integration:

• Data Connectivity: Connect and maintain data integrations between tools such as Salesforce, Gainsight, and Mixpanel.
• Data Infrastructure: Create and maintain data infrastructure to ensure data accuracy and integrity.
• Data Analysis & Reporting: Analyze data and report findings to relevant departments to inform decision-making.

Program Development & Maintenance:

• Program Management: Build, maintain, and enhance programs within Gainsight.
• Dashboard Development: Develop and sustain usage dashboards for tracking key metrics.
• Health Scorecards: Construct and update Health Scorecards and related measures.
• PX Data Preparation: Prepare PX data for customer success purposes, including CTAs, Health Scores, usage on c360, and CS Programs.
• Technical Guidance: Communicate with Gainsight PX/CS Solutions Consultant for technical advice and guidance.

Cross-Departmental Collaboration:

• Team Support: Guide and support team members across various departments (Customer Success Management, Product, Marketing) on effective Gainsight usage.
• Issue Resolution: Communicate technical issues and solutions with Gainsight support and the Emplifi Gainsight representative to ensure timely resolution.

 

What You’ll Bring To Us 

We value candidates with knowledge of Gainsight administration or familiarity with at least one of: Salesforce, Gainsight, or Mixpanel. This role might be also ideal for individuals who have completed Salesforce Administration training and are looking to start their careers in the technical field.

Hard-skills

• Gainsight or Salesforce Administration: Experience with administering Gainsight or Salesforce.
• Mixpanel Administration: Experience with Mixpanel administration is a nice-to-have.
• Technical Troubleshooting: Ability to diagnose and resolve technical issues related to tool functionality and integrations.

Soft-skills

• Adaptability: Willingness to adjust to new technologies, updates, and changes within the Gainsight environment. Openness to onboarding new tools based on the company's current needs, such as Salesforce, Mixpanel, and others.
• Analytical Thinking: Ability to analyze business requirements and translate them into Gainsight solutions. Strong analytical thinking and data mining abilities. Exceptional attention to detail and critical thinking skills.
• Openness to Growth: Potential for further development, such as the opportunity to expand into other technical administrator roles like Salesforce administration.
• Time Management: Ability to prioritize tasks and manage time effectively, especially when handling multiple projects or issues.
• Ownership: Demonstrated ability to take ownership of tasks and proactively engage in finding solutions.
• Excellent communication skills for cross-functional collaboration.

 

What We Offer 

• International, fast paced and rapidly growing environment
• Chance to work with the world’s biggest brands at the CX tech leader
• Agile and open-minded culture, with high levels of trust and flexibility 
• Opportunity for professional growth and development 
• Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
• Work in an international environment in our new modern offices in Karlín, with our big terrace and our own grill 
• Multisport card
• Unlimited Personal Time Off, Sick days & Community days
• Maternity and Parental Benefit
• Flexible environment with the possibility of home office working 
• There’s more as well! Speak with us to find out all details!