Gainsight Operations Specialist (Gainsight Admin)

Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you're in the right place we want you to bring your own energy to help us create a safer world. All we're missing is you!

At Forcepoint, a Gainsight Administrator is a key strategic team member of the Customer Success Operations team, helping to deliver value to our customers. In this role you will collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. Translating these requirements into technical designs that you will implement in Gainsight and, at times, working with integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices. This is an exciting time to be at Forcepoint we are delivering innovative cybersecurity solutions to our customers, such as our Data-first SASE platform, to help them achieve their strategic initiatives.

Key Responsibilities

• Partner with cross-functional end users to gather business requirements that impact Gainsight and our CRM system, configuring the system to meet those needs (partnering with other operations teams as needed)

• Lead efforts to identify key metrics, data sources, and the frequency and granularity of data feeds

• Responsible for the administration, configuration, and maintenance of Gainsight for the Customer Success Organization.

• Enable easy to access customer data by designing and advancing Gainsight dashboards and reports to meet end-user requirements.

• Facilitate customer-centric collaboration by managing programs, which foster cross-functional communication, driving the execution of initiatives that enhance the Forcepoint Customer Journey.

• Prepare and curate end user documentation and training (e.g. Gainsight Job Aids, Gainsight Demos, and maintaining the Customer Journey process).

• Provide technical and functional support to users of Gainsight and related applications.

• Design, measure, monitor usage and adoption metrics to drive effectiveness and impact for continuous improvement.

Required Experience & Skills

• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification

• Bachelor's degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)

• Experience as end-user of a CRM, customer support system, or marketing automation system

• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software

• Demonstrated project management, business analysis, and problem-solving

• Experience working in cross-functional teams

• Self-starter, demonstrating leadership of owned projects

• Excellent written and verbal communication and presentation skills

• Strategic thinking and prioritization

Preferred Additional Experience & Skills

• CRM administration experience or certification

• Experience interacting with senior leadership and managers

• Experience in data analysis, business intelligence, and design of reports and dashboards

• Understanding of data structures, data modeling, and database management