The Rockwell Automation Customer Success team is looking for a Gainsight Administrator to provide project management, administration of our Gainsight platform, and implementation and maintenance of customer experiences. This role is responsible for Gainsight platform strategy, administration, and implementation.

The Gainsight Administrator is a highly visible role requiring extensive interaction and collaboration across Customer Success, Product Management, Marketing and IT involved in the launch of new programs and projects, including Enterprise wide strategic initiatives that support our global team of Customer Success Managers. These Programs require close coordination with many different participants across the company to ensure timely delivery of data, content, and system workflows that deliver world-class customer experiences.

Responsibilities:

• Configure and deploy Gainsight NXT to internal customers, including system configuration, external integrations, reports, dashboards and workflows
• Partner with cross functional departments to identify business requirement and the impact on Gainsight NXT
• Participate in implementation tasks such as data mapping, user acceptance testing and creating training materials
• Work cross-functionally to help identify sources, metrics, frequency, and granularity of data
• Help determine the most significant contributors to overall customer health and learn how to configure a customer health scorecard that reflects our customer data
• Develop a deep understanding of customer pain points that lead to churn, as well as key moments of customer value that lead to Expansion and Renewal
• Design business rules that analyze customer data and trigger actions for the Customer Success team to proactively engage with customers
• Manage user accounts, groups, and security settings in Gainsight NXT
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
• Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
• Help prepare the Customer Success team to roll out additional processes or functionality
• Provides day-to-day end user support to all levels of the organization