Company Description
LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.
Join us to transform the way the world works.
Job Description
This role will be based in New York City, San Francisco, or Sunnyvale.
At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.
The Senior Gainsight Administrator will play a pivotal role in the seamless and efficient execution of our customer success strategies within the Gainsight ecosystem. This role is a unique opportunity to shape the future of LinkedIn’s Customer Success organization by enabling use of the platform to help drive efficiencies and improve customer value delivery. The role also offers an opportunity for cross-functional collaboration, as this individual will play an important role connecting business process requirements to technical solutions as part of managing Gainsight Administration for the CS org.
Key Responsibilities:
Gainsight Management and Optimization:
- Be the primary owner for Gainsight for LinkedIn’s Customer Success org.
- Partner with engineering teams to implement, maintain, and refine Gainsight configurations, including Rules, Data Designer, Journey Orchestrator, and User/Data Management, aligning with customer success goals.
- Collaborate with business teams to gather requirements and implement solutions for their needs, focusing on seamless module integration.
- Develop and implement scalable processes, including playbooks and calls to action.
- Troubleshoot and fix issues within the Gainsight environment promptly and effectively.
Data and Reporting:
- Design, build, and maintain insightful and actionable dashboards tailored to various business needs.
- Maintain data quality within Gainsight, in collaboration with the backend data foundations teams, adhering to data management best practices and ensuring system integrity.
- Integrate Gainsight with other systems and databases to ensure seamless data flow and accuracy.
- Address and solve system and data issues in collaboration with various teams, maintaining optimal system performance.
- Design, measure, and monitor usage and adoption metrics for continuous improvement.
Innovation and Efficiency:
- Plan, design, and implement Gainsight solutions that align with business objectives and improve customer success processes.
- Lead or support initiatives to boost efficiency, effectiveness, and enhance the customer journey.
- Determine significant contributors to overall customer health and configure customer health scores.
- Maintain detailed documentation of all configurations, customizations, and processes to ensure knowledge transfer and compliance. Prepare and curate end-user documentation and training.
Support and Scalability:
- Offer advanced Gainsight support, handling tasks, bugs, and user testing as necessary.
- Work closely with cross-functional teams to understand their needs and translate them into Gainsight functionalities.
- Configure and customize Gainsight front end to meet the evolving requirements of the business.
Qualifications
Basic Qualifications:
- 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).
- 5+ years of experience in a technology/software company in Operations or IT, preferably as an admin.
- 3+ years of experience in a Gainsight administration or similar role.
- Certified as a Gainsight Admin with hands-on experience in configuring Gainsight's capabilities.
- Experience with CRM tools and integration of Gainsight
Preferred Qualifications:
- Experience with Microsoft Dynamics Administration.
- Strong understanding of Rules Engine, Journey Orchestrator, Customer Objects, and Customer Health design.
- Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data.
- Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary.
- Experience with project management and agile methodologies.
- Proven success designing and building technical solutions, including creation of technical documentation. 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.
- Gainsight Level 2 Reports & Dashboards certification.
- Gainsight Level 2 Journey Orchestrator & Surveys certification.
- Familiarity with CRM tools (Dynamics, Salesforce, HubSpot, etc.) and CPQ data structures and their integration with Gainsight.
- Proven ability in software troubleshooting and problem-solving.
- Experience working in a dynamic, fast-paced startup environment.
- Advanced knowledge of Gainsight best practices and the ability to recommend innovative solutions.
- Gainsight NXT Admin Certificate.
Suggested Skills:
- Gainsight
- SQL
- Project Management
- Communications
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $105,000 to $170,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Additional Information
Equal Opportunity Statement
We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
- Documents in alternate formats or read aloud to you
- Having interviews in an accessible location
- Being accompanied by a service dog
- Having a sign language interpreter present for the interview
A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
