Gainsight Consultant

Job Summary:

The Gainsight Consultant will be responsible for leading and executing the implementation, configuration, and optimization of the Gainsight platform to meet the customer success needs of our clients. This role requires a deep understanding of Gainsight’s capabilities, customer success best practices, and the ability to collaborate cross-functionally with internal and external stakeholders to ensure successful adoption of the platform.

Key Responsibilities:

Gainsight Implementation:

• Lead the end-to-end implementation of Gainsight, including requirements gathering, configuration, testing, and deployment.
• Develop customer success playbooks, workflows, and processes using Gainsight features like Customer Health Scores, Playbooks, and Journey Orchestrator.
• Customize Gainsight according to client-specific needs, ensuring a seamless integration with CRM platforms (e.g., Salesforce, HubSpot).

Platform Optimization:

• Continuously assess Gainsight utilization and performance, recommending improvements for optimal user adoption and customer success outcomes.
• Identify automation opportunities to streamline processes and improve efficiencies.
• Analyze customer data to improve segmentation, engagement strategies, and risk identification.

Data Management & Reporting:

• Create and manage comprehensive dashboards and reports that provide insights into customer health, adoption metrics, churn risks, and overall account performance.
• Configure and maintain rules within Gainsight for data ingestion, processing, and analysis from multiple data sources.

Stakeholder Collaboration:

• Work closely with customer success teams, product managers, and other stakeholders to understand their needs and configure Gainsight accordingly.
• Serve as the primary Gainsight expert, training users and providing ongoing support to ensure effective platform utilization.
• Liaise with technical teams to manage integrations and resolve data or platform-related issues.

Customer Success Best Practices:

• Leverage industry best practices to enhance customer engagement, retention, and growth through Gainsight.
• Advise clients on the development of proactive strategies to address customer needs, mitigate churn risks, and drive product adoption.
• Identify opportunities for business growth by analyzing trends in customer behavior and offering data-driven recommendations.

Required Qualifications:

• Education: Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
• Experience:
  • 3+ years of experience working in customer success or a SaaS environment.
  • 2+ years of hands-on experience with Gainsight, including platform configuration and optimization.
  • Proven track record of implementing Gainsight or similar customer success platforms.
• Technical Skills:
  • Strong understanding of CRM systems, such as Salesforce, and data integration principles.
  • Proficiency in building and managing workflows, dashboards, and reports within Gainsight.
  • Knowledge of SQL, APIs, and data integration is a plus.
• Soft Skills:
  • Strong communication and interpersonal skills to collaborate with internal teams and external clients.
  • Analytical mindset with problem-solving capabilities.
  • Ability to manage multiple projects and prioritize tasks effectively.

Preferred Qualifications:

• Gainsight Admin Certification.
• Experience in project management or consulting roles.
• Familiarity with customer success KPIs, such as NPS, churn rate, and customer health scoring.

Key Competencies:

• Customer-Centric Mindset: Ability to focus on understanding the client's customer success goals and providing tailored solutions.
• Detail-Oriented: Careful attention to detail in data management, configuration, and reporting.
• Adaptability: Ability to work in a fast-paced, evolving environment and manage change effectively.
• Strategic Thinking: Ability to align Gainsight capabilities with broader customer success strategies.