Gainsight Developer
Gainsight Developer
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Job Description
Wood Mackenzie is the global data and analytics business for the renewables energy and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an everchanging world companies and governments need reliable and actionable insight to lead the transition to a sustainable future. Thats why we cover the entire supply chain with unparalleled breadth and depth backed by over 50 years experience. Our team of over 2400 experts operating across 30 global locations are enabling customers decisions through realtime analytics consultancy events and thought leadership. Together we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.
Wood Mackenzie Values
- Inclusive we succeed together
- Trusting we choose to trust each other
- Customer committed we put customers at the heart of our decisions
- Future Focused we accelerate change
- Curious we turn knowledge into action
About the Role
The Customer Organisation (CO)is a division of Wood Mackenzie focused on retaining subscription revenue and supporting the companys growth via customer experience. Each team under the CO umbrella has a key function whether its to embed products deliver satisfaction deliver agreedupon customer outcomes internally define the customer experience strategy or enable the divisions success.
Wood Mackenzies Customer Organisation is looking for a Gainsight Developer to help the team further develop Gainsight and ensure we use the platform to its fullest potential.
The Gainsight Developer will be a key member of the Digital Customer Success and Retention team within the larger Customer Organisation. This role will create workflows for our Customer Success Managers (CSMs) retention teams and sales teams 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. This person can translate business requirements into technical designs implemented in Gainsight. This role will also work with additional teams to integrate systems such as Salesforce and other data source systems while adhering to systems administration standard methodologies.
Main Responsibilities
- Solution design
- Configure deploy and administer the Gainsight platform which includes system configuration reporting dashboards endtoend workflows and systems integrations
- Collaborate with crossfunctional end users both within Customer Organisation 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
- Develop new business processes in partnership with the Customer Organisation and Sales leaderships teams Customer Success leadership and crossfunctional teams
- Manage the rollout of processes including thoughtful timing and a focus on business outcomes
- Design business rules that analyse customer data and trigger actions for the Customer Success team to engage with customers
- Manage mapping and documentation of technical Gainsight design specifications.
- Monitor system performance data integrity and user activity and suggestions. Use this information to 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
- You will be key orchestrator with crossfunctional teams for building out solutions on Gainsight and Salesforce platform that will make customer success operations run smoother quicker and smarter
Experience required for the role:
- Minimum 23 years of experience with Gainsight development. Gainsight certification is a plus
- Been independently managing a Gainsight platform creating strategies around optimising platform workflows.
- Experience as an enduser of a CRM customer support system or marketing automation system
- Demonstrated rapid selfdriven experimentdriven learning of unfamiliar systems and software
- Demonstrated project management business analysis and problemsolving skills PMP Certification a plus
- Experience working in crossfunctional global teams
- Selfstarter demonstrating leadership of owned projects and a focus on timeliness
- Excellent written and verbal communication and presentation skills
- Strategic thinking and prioritisation
- Problem solver with a systems mindset
- 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 modelling and database management
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Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race colour religion age sex national origin disability or protected veteran status. You can find out more about your rights under the law at www.eeoc
If you are applying for a role and have a physical or mental disability we will support you with your application or through the hiring process.
Employment Type
Full-Time
