Staff CS Platform Administrator

The CS Platforms Administrator operates within the CS Operations function providing dedicated technical expertise to maintain and enhance the platforms that power Customer Success engagement reporting and lifecycle management.

In this role you will:

• Own the day-to-day administration configuration and maintenance of CS platforms (from a business ownership perspective) including Gainsight ServiceNow Salesforce Tableau Smartsheet and Fusion ensuring system availability performance and data integrity.
• Design build and maintain automated workflows rules engines and integration pipelines that streamline CS operations and reduce manual effort across the organization.
• Manage user provisioning role-based access controls permissions and security configurations across all CS platforms in compliance with organizational policies.
• Develop and maintain dashboards reports and data visualizations in Tableau and native platform tools that provide actionable insights for CS leadership Functional Advisory teams and cross-functional stakeholders.
• Serve as the technical point of contact for platform-related issues troubleshooting system errors data discrepancies and integration failures with urgency and minimal disruption to operations.
• Implement and manage integrations between CS platforms and adjacent systems ensuring data flows accurately and consistently across the technology ecosystem.
• Partner with CS Operations Functional Advisory and Customer Success leadership to translate business requirements into scalable platform configurations custom objects and workflow solutions.
• Execute data hygiene initiatives including deduplication field standardization migration support and audit processes to maintain high-quality data across platforms.
• Support the adoption and enablement of platform capabilities by developing user guides conducting training sessions and providing ongoing technical support to end users.
• Collaborate cross-functionally with IT Digital Business Operations and third-party vendors to manage platform upgrades patches and new feature deployments.

• Bachelors degree from an accredited university or equivalent work experience.
• Experience in administering configuring or supporting enterprise business application platforms (e.g. CRM ITSM Customer Success or ERP systems).

• Hands-on experience with platform configuration (e.g. custom fields page layouts role hierarchies) workflow automation (e.g. triggered rules approval flows) and data management tasks (e.g. imports deduplication field mapping).

• Experience building reports and dashboards using BI tools (e.g. Tableau Power BI) or native platform reporting and analytics capabilities.

• Salesforce Administrator certification or Gainsight Administrator certification.

• Deep familiarity with platform architecture data models and integration patterns within CRM Customer Success or ITSM systems (e.g. Salesforce Gainsight ServiceNow) beyond day-to-day administration.

• Experience designing automated workflows and rule-based processes using platform-native tools APIs or middleware (e.g. MuleSoft Workato Boomi).
• Strong data management skills including modeling cleansing migration and governance across multi-platform environments.
• Knowledge of REST APIs SQL or scripting languages for data manipulation and system integration.
• Disciplined change management practices including documentation testing and staged rollouts.
• Experience in a SaaS or subscription-based business environment.
• Familiarity with Lean methodology and continuous improvement frameworks.
• Experience supporting Customer Success Professional Services or post-implementation operations teams.