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 failuresDevelop and maintain data transformation workflows to ensure accurate customer health scoringCreate and optimize data load processes for customer data, usage metrics, and engagement informationReporting & Analytics
Build and maintain dashboards, reports, and analytics for various stakeholder groupsDesign customer health scorecards and risk indicatorsCreate executive-level reporting on customer success metrics and KPIsSupport ad-hoc reporting requests and data analysis needsProcess Optimization & Automation
Identify opportunities to automate manual processes within GainsightConfigure automated workflows, CTAs (Calls to Action), and playbooksImplement best practices for customer lifecycle managementOptimize Journey Orchestrator programs for customer engagementStakeholder Support & Training
Provide technical support to Customer Success Managers and other Gainsight usersConduct training sessions for new features and functionalityCreate and maintain documentation for processes and configurationsCollaborate with onshore teams to understand requirements and deliver solutionsRequired Qualifications
Technical Skills
2+ years of hands-on experience as a Gainsight AdministratorStrong understanding of Gainsight NXT platform capabilities and limitationsProficiency in Salesforce administration and integrationExperience with data analysis and SQL queriesKnowledge of REST APIs and integration tools (MuleSoft, Workato, or similar)Professional Experience
Bachelor's degree in Computer Science, Information Systems, Business, or related fieldExperience working in Customer Success, SaaS, or technology environmentsProven track record of managing enterprise software platformsExperience working in offshore / remote teams with global stakeholdersSoft Skills
Excellent written and verbal communication skills in EnglishStrong analytical and problem-solving abilitiesAbility to work independently with minimal supervisionFlexibility to accommodate meetings across different time zonesDetail-oriented with strong organizational skillsPreferred Qualifications
Gainsight Level 2 or Level 3 Administrator certificationExperience with data visualization tools (Tableau, Power BI)Knowledge of customer success metrics and best practicesExperience with agile project management methodologiesFamiliarity with JavaScript, HTML, or other web technologiesInterested candidate please share your resume to siva.arun.m@iris.co.uk
