Job Information
Siemens Digital Industries Software Gainsight Administrator in Pune, India
Job Family: Research & Development
Req ID: 418216
We are a leading global software company that has the resources of a large company and the energy of a software startup. Our products help other companies design and test everything from jet engines to bicycle helmets for children and beyond: We offer computer-aided design (CAD), 3D modeling and simulation in on-premise installations, cloud platforms, hybrid installations, and more.
We cheer each other on and have fun while working on a world-class software portfolio. Our culture encourages growth, welcomes fresh perspectives, and focuses on collaboration to come up with creative solutions. At Siemens, our goal is work hard so our people, our business, and our customers achieve their full potential.
Siemens Digital Industries Software (DI SW) is on a mission to reinvent the way applications are created. By enabling everyone who has a stake in a company’s digital future to participate in this reinvention, we can create better applications faster. We exist to create the future of software development so innovative global manufacturers can design better products and get them to market faster.
General Summary of the Job:
The Customer Success team is growing, and we’re looking for a Gainsight Administrator to help the team learn how to use Gainsight to its fullest potential.
The Gainsight Administrator will be a key member of the Strategy & Operations team within Customer Success, and they will work to create workflows for our Customer Success Managers (CSMs) and drive value for our customers across the lifecycle.
The person in this role must be a strategic, collaborative problem solver who can quickly identify business needs and find ways to move forward quickly and effectively. They take business requirements and translate them into technical designs they implement in Gainsight. At times, they will work with additional teams to integrate systems such as Salesforce, a variety of dashboards, and more, and they do so while adhering to systems administration standard methodologies.
Among their most important duties is to train team members and business partners to use the workflows the Admin created in Gainsight, teach all users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem-solving so the team uses the system productively.
In their role as Gainsight Administrator and within the Strategy & Operations team, this person creates and handle scalable processes and solutions, with their focus being on the Gainsight platform and how its use can drive success within the organization.
The Customer Success Organization at Siemens DI SW supports software products that are offered on a subscription basis. The Customer Success Organization directly impacts renewal rates and helps Siemens DI SW grow its profit margins and expand its market share.
Essential Functions:
Solution design
Configure, deploy, and administer the Gainsight platform, which includes system configuration, reporting, dashboards, end-to-end workflows, and systems integrations
Collaborate with cross-functional end users, both within Customer Success and outside, to gather business requirements that impact Gainsight and other tools, and configure the system to meet those needs. This includes partnering with other operations teams as needed
Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds
Business processes
Develop new business processes in partnership with Strategy & Operations, Customer Success leadership, and cross-functional teams
Manage the rollout of processes, including thoughtful timing and a focus on business outcomes
Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
Help users develop an understanding of the different contributors to customer health, sources of customer risk/churn, and positive trends
Manage mapping and documentation of customer success processes
Upkeep and support
Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
Monitor system performance, data integrity, and user activity and suggestions. Use this information make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release
Skills and Abilities Required and Preferred:
Required experience and skills
Experience as end-user of a CRM, customer support system, or marketing automation system
Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems and software
Demonstrated project management, business analysis, and problem-solving skills — PMP Certification a plus
Experience working in cross-functional, global teams
Self-starter, demonstrating leadership of owned projects and a focus on timeliness
Excellent written and verbal communication and presentation skills
Strategic thinking and prioritization
Problem solver with a systems mindset
Preferred additional experience and skills
CRM administration experience or certification — Salesforce preferred
Customer-facing experience, especially as a Customer Success Manager
Experience interacting with and presenting to 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
Education and Experience Requirement:
Bachelor’s degree
Experience working in customer success, or equivalent understanding of key customer success principles
Experience in a relevant field, such as customer success, operations, business analysis, data analytics, database administration, computer science, data analytics
Experience as a Gainsight end-user
Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
Working Conditions/Physical Requirements:
Ability to travel
This position is a hybrid position including work in a Siemens office
Why us?
Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!
Siemens Software. Transform the Everyday
The salary range for this position is $101,200 to $182,200 and this role is eligible to earn incentive compensation. The actual compensation offered is based on the successful candidate’s work location as well as additional factors, including job-related skills, experience, and relevant education/training. Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: www.benefitsquickstart.com . In addition, this position is eligible for time off in accordance with Company policies, including paid sick leave, paid parental leave, PTO (for non-exempt employees) or non-accrued flexible vacation (for exempt employees).
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