Gainsight Administrator

Dear All,

We are excited to announce a job opportunity at IRIS KPO Resourcing India Pvt Ltd for the position of Gainsight Administrator.

Position Overview

We are seeking a skilled Gainsight Administrator to join our Customer Success Operations team in an offshore capacity. This role will be responsible for managing, configuring, and optimizing our Gainsight platform to support our global customer success initiatives. The ideal candidate will work collaboratively across time zones to ensure our customer success teams have the tools and insights they need to drive customer outcomes.

Location : Remote (Work from Home)

Shift : 2 PM to 11 PM

Work Days : Monday to Friday

Weblink : iris.co.uk

Key Responsibilities

Platform Administration & Configuration

Manage day-to-day administration of the Gainsight platform, including user management, permissions, and security settings

Configure and maintain Rules Engine, Data Designer, Journey Orchestrator, and other Gainsight modules

Design and implement custom objects, fields, and relationships to support evolving business requirements

Maintain data integrity through regular audits, cleanup activities, and validation processes

Integration & Data Management

Manage integrations between Gainsight and other systems (Salesforce, data warehouses, support platforms)

Monitor and troubleshoot data sync issues and integration failures

Develop and maintain data transformation workflows to ensure accurate customer health scoring

Create and optimize data load processes for customer data, usage metrics, and engagement information

Reporting & Analytics

Build and maintain dashboards, reports, and analytics for various stakeholder groups

Design customer health scorecards and risk indicators

Create executive-level reporting on customer success metrics and KPIs

Support ad-hoc reporting requests and data analysis needs

Process Optimization & Automation

Identify opportunities to automate manual processes within Gainsight

Configure automated workflows, CTAs (Calls to Action), and playbooks

Implement best practices for customer lifecycle management

Optimize Journey Orchestrator programs for customer engagement

Stakeholder Support & Training

Provide technical support to Customer Success Managers and other Gainsight users

Conduct training sessions for new features and functionality

Create and maintain documentation for processes and configurations

Collaborate with onshore teams to understand requirements and deliver solutions

Required Qualifications

Technical Skills

2+ years of hands-on experience as a Gainsight Administrator

Strong understanding of Gainsight NXT platform capabilities and limitations

Proficiency in Salesforce administration and integration

Experience with data analysis and SQL queries

Knowledge of REST APIs and integration tools (MuleSoft, Workato, or similar)

Professional Experience

Bachelor's degree in Computer Science, Information Systems, Business, or related field

Experience working in Customer Success, SaaS, or technology environments

Proven track record of managing enterprise software platforms

Experience working in offshore / remote teams with global stakeholders

Soft Skills

Excellent written and verbal communication skills in English

Strong analytical and problem-solving abilities

Ability to work independently with minimal supervision

Flexibility to accommodate meetings across different time zones

Detail-oriented with strong organizational skills

Preferred Qualifications

Gainsight Level 2 or Level 3 Administrator certification

Experience with data visualization tools (Tableau, Power BI)

Knowledge of customer success metrics and best practices

Experience with agile project management methodologies

Familiarity with JavaScript, HTML, or other web technologies

Interested candidate please share your resume to siva.arun.m@iris.co.uk