Principal Gainsight Administrator

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

At Forcepoint, the Principal Gainsight Administrator is a key strategic team member of the Customer Success Operations team, helping to deliver value to our customers. In this role, you are responsible for the administration, configuration, and ongoing management of the Gainsight platform for the Customer Success Organization. You will collaborate with cross-functional business teams to develop customer success strategies and design solutions to the associated business requirements, while adhering to systems administration best practices.

Key Responsibilities

•    Partner with cross-functional end users to gather business use cases and requirements that impact Gainsight and our CRM system, configuring the system to meet those needs and partnering with other operations teams as needed to ensure ongoing alignment
•    Lead efforts to identify key metrics, data sources, and the frequency and granularity of data feeds
•    Enable easy access to customer data by designing and advancing Gainsight dashboards and reports to meet end-user requirements and deliver greater visibility to Gainsight data for cross-functional teams
•    Provide technical and functional support to users of Gainsight, managing day-to-day functionality, user administration, security and permissions
•    Design, measure, and monitor usage and adoption metrics to drive effectiveness and continuous improvement of the Gainsight platform
•    Maintain expertise in Gainsight and stay up to date on new features, trends, and related technologies, advocating for introduction of new functionalities and technologies, and establishing a consistent release process to minimize change impacts
•    Prepare and curate end user documentation and training (e.g. Gainsight Job Aids, Gainsight Demos, and maintaining the Customer Journey process  ) as changes are released

Required Experience & Skills   

•    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)
•    More than 10 years’ experience as an end-user of a CRM, customer support system, or marketing automation system
•    Gainsight administration experience and Gainsight NXT Administrator (Level 3) Certification
•    Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
•    Demonstrated project management, business analysis, and problem-solving
•    Experience working in cross-functional teams
•    Self-starter, demonstrating leadership of owned projects
•    Excellent written and verbal communication and presentation skills
•    Strategic thinking and prioritization

Preferred Additional Experience & Skills 

•    CRM administration experience or certification
•    Experience interacting with senior leadership and managers
•       Experience in data analysis, business intelligence, and design of reports and dashboards
•    Understanding of data structures, data modeling, and database management