Gainsight Administrator

Your Team Responsibilities

The Sales Technology Team at MSCI enables internal teams to manage and execute business processes across the Opportunity-to-Order value chain (opportunity pipeline management and contract lifecycle management), Client Services processes, and Order-to-Cash processes.

We are seeking a strong Gainsight Administrator to join our Sales Tech organization and support our Client Services clients globally. You will play a central role in the rollout, administration, and continuous improvement of the Gainsight platform as part of our scaling Client Services program.

Your Key Responsibilities

Platform Administration & Configuration

• Configure, deploy, and administer the Gainsight platform, including system configuration, reports, dashboards, end-to-end workflows, and system integrations

• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and Salesforce, and configure the system to meet those needs (partnering with other development teams as needed)

• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers

Business Process Design & Rollout

• Develop new business processes in partnership with Client Services leadership and cross-functional teams

• Manage the rollout of processes, including thoughtful sequencing and timing

• Help users develop an understanding of contributors to customer health, sources of customer risk and churn, and positive engagement trends

• Manage mapping and documentation of customer success processes

Ongoing Support & Optimization

• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, workflow adjustments, and user administration, security, and permissions

• Monitor system performance, data integrity, and user activity to make recommendations and establish a process of continuous improvement

• Maintain expertise in Gainsight and related technologies (including Salesforce) by staying current on new features, trends, and releases

• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

Your skills and experience that will help you excel

• Bachelor’s degree in a related field (e.g., Computer Science, Engineering, Information Systems, Business) or equivalent work experience

• 3+ years of experience as a Gainsight Administrator

• Gainsight Associate Administrator certification (Level 1) preferred

• Working knowledge of Salesforce, including how Gainsight integrates with the Salesforce data model and platform

• Strong analytical and problem-solving skills with keen attention to detail and quality

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

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

• Excellent time management skills and the ability to prioritize multiple in-progress projects

• Self-motivated, proactive, and adaptable, with a willingness to learn new skills and technologies

• High sense of responsibility and ownership

Nice to Have

• Salesforce Administration or Configuration experience — given the deep integration between Gainsight and Salesforce in this role, hands-on Salesforce experience would be a significant advantage

• Databricks or similar data platform experience — familiarity with data pipelines, analytics workflows, or data engineering in Databricks or comparable tools (e.g., Snowflake, Azure Data Factory)

• Experience supporting global teams across multiple time zones

• Background in Customer Success operations or client services processes