Role Overview :

We are looking for a Gainsight Salesforce Administrator / CRM & Customer Success Analyst with hands-on experience in Gainsight, Salesforce, CRM administration, reporting, and data analytics.

The role will work closely with Customer Success, Sales, Operations, and technical teams to ensure effective platform administration, data quality, reporting, adoption, and process optimization.

Key Responsibilities :

- Manage day-to-day administration and configuration of Gainsight, Salesforce, and other CRM/Customer Success platforms.

- Build, maintain, and optimize reports, dashboards, and analytics to support Customer Success and business teams.

- Manage users, roles, licenses, permissions, and access requests across CRM platforms.

- Configure and support CTAs, Playbooks, workflows, UAT, and routine platform enhancements.

- Use SQL for data analysis, validation, troubleshooting, and identifying data quality issues.

- Gather business requirements from CSMs and stakeholders and translate them into effective platform solutions.

- Manage and track Jira tickets and maintain relevant Confluence documentation.

- Monitor and improve data quality, platform adoption, and business processes.

- Identify opportunities for process improvement and automation to improve operational efficiency.

- Collaborate with technical platform owners on integrations, automation, architecture, and data initiatives.

- Partner with cross-functional teams to ensure CRM and Customer Success platforms effectively support business requirements.

Required Skills & Experience :

- Hands-on experience with Gainsight or a similar Customer Success platform.

- Strong knowledge of Salesforce administration and CRM processes; Salesforce Administrator certification is preferred.

- Experience in CRM/Customer Success platform configuration and administration.

- Strong understanding of reports, dashboards, analytics, and data management.

- Working knowledge of SQL for data analysis and troubleshooting.

- Experience with workflows, Playbooks, CTAs, UAT, and platform configuration.

- Familiarity with Jira and Confluence for ticket management and documentation.

- Strong understanding of data quality, process improvement, and platform adoption.

- Excellent communication, stakeholder management, and problem-solving skills.

- Ability to work effectively with Customer Success, Sales, Operations, and technical teams.