Company Summary
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America’s Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com
Business Summary
Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!
Position Responsibilities
As a Gainsight Administrator, you will play a critical role in supporting our customer success team by managing and optimizing CS Operation’s Case Queue of User Issues and Requests. Participate in design, build, and implementation of Gainsight Journey Orchestrator Programs. The Gainsight Administrator will have an ability to improve upon existing solutions and offer areas of optimization and improvements. This is an excellent opportunity for someone looking to grow their career in customer success and technology.
Manage the Case Queue of User Issues and Requests
- Manage the intake, assignment, and solution of User Issues and Requests.
- Collaborate with CS Ops Team & Admins to design and build solutions.
Journey Orchestrator Programs:
- Assist in the design, implementation, and maintenance of Gainsight Journey Orchestrator Programs while improving consistency and scalability.
- Monitor and optimize journey performance, ensuring timely and relevant customer touchpoints.
- Collaborate with the customer success team to create automated workflows that drive customer engagement and satisfaction.
Data Management and Reporting:
- Create, modify, and improve Dashboards and Reports to support the CS function.
- Create and monitor reports on journey and survey performance.
- Identify trends and provide actionable recommendations based on data analysis.
Business Process:
- Collaborate with CS Operations Team to develop and improve processes and tools.
- Develop and document new business processes partnering with customer success leadership.
- Provide customer user support for cases within areas of focus with increasing responsibilities.
Qualifications
Knowledge, Ability and Skills:
- Understanding of Gainsight Data Structures including Relationships.
- Gainsight Level 2 Certified: Reports & Dashboards or JO & Surveys a plus.
- Awareness of capabilities and constraints of JO Programs and Surveys.
- End-user support and/or business analysis experience.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Detail-oriented with a focus on data accuracy and quality.
- Willingness to learn and adapt in a fast-paced environment.
- Pluses:
- Gainsight Renewal Center Experience
- Multi-Step and Conditional-Wait Triggers in JO Programs
- Gainsight Adoption Explorer and/or PX data integration
- Gainsight Scorecard Design and Management
- Project Management Skills
- Salesforce Case Queue Experience a plus
Compensation Information
The U.S. salary range for this position is $55500.00 – $83250.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.
Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.