Gainsight Administrator

Sales & Renewals United States

Job ID: 24-644   
Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.     
We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.    
Envision Yourself at Barracuda     
We’re looking for a Gainsight Administrator (GSA) to join a growing team and support the organizational needs of our Customer Success group.  The GSA collaborates with cross-functional business teams to develop customer success strategies and craft the associated business requirements. These requirements are translated into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices.

Individuals will drive the adoption of our solutions while also optimizing our global customer success retention and growth efforts. The individual in this role will work closely with the existing Gainsight Admin using standard approaches, existing tools, templates, and resources. They share knowledge and information that may benefit the team.
What you’ll be working on:     
  • Assist in the administration and optimization of the Gainsight platform to enhance customer success initiatives
  • Support configuration, management and maintenance of Gainsight including rules, reports and dashboards, workflows and other configurable parts of the application for end users
  • Collaborate with cross-functional teams to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)
  • Participate in integrating Gainsight with various systems, ensuring data accuracy and consistency
  • Help monitor and report on customer health scores, usage data, KPIs and success metrics
  • Assist in management of documentation and training materials for Gainsight processes and practices
  • Provide technical support to team members and assist in user training
  • Proactively offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures for CS
  • Collaborate on project management and planning activities, focusing on continuous improvement and implementation of new features within Gainsight
  • Aid in the rollout of new features and updates in Gainsight
  • Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
What you bring to the role:     
  • Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
  • 2+ years of Customer Success or Operations experience
  • Experience as end-user of a CRM, customer support system, or marketing automation system
  • Experience working in customer success, or equivalent understanding of key customer success principles
  • Excellent communications and Customer Service skills (active listening, written, oral, presentation)
  • Strong analytical and problem-solving skills
  • Self-motivated, proactive team player with innovative ideas
  • Strong communication and interpersonal skills. Proven experience building strong relationships
  • Exceptional Time Management skills
Additional Experience & Skills     
  • Gainsight experience as end-user
  • Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
  • CRM administration experience or certification
  • Customer-facing experience, especially as a Customer Success Manager
  • Experience interacting with senior leadership and managers
  • Experience in operations for customer success, sales, support, services, or marketing
  • Experience in data analysis, business intelligence, and design of reports and dashboards
  • Understanding of data structures, data modeling, and database management
What you’ll get from us     
A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.     
  • Equity, in the form of non-qualifying options
  • High-quality health benefits
  • Retirement Plan with employer match
  • Career-growth opportunities
  • Flexible Time Off and Paid Time Off benefits
  • Volunteer opportunities

Individuals in Colorado, California, New York City, Washington State, and Westchester County (NY) are not eligible to apply for this position.