Gainsight Administrator Digital Success and Agentic Customer Experience (India Based, US EST Hours)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Join the Future of Supply Chain Intelligence Powered by Agentic AI
AtResilinc were not just solving supply chain problems were pioneering the intelligent autonomous systems that will define its future. Our cutting-edgeAgentic AIenables global enterprises topredict disruptions assess impact instantly and take real-time action before operations are even touched. Recognized as aLeader in the 2025 Gartner Magic Quadrant for Supply Chain Risk Management we are trusted by marquee clients acrosslife sciences aerospace high tech and automotiveto protect what matters most from factory floors to patient care.
But the real power behind Resilinc Our people. Were a fully remote mission-led team making sure life-saving products and critical goods get where theyre needed offer the chance to do meaningful work in a collaborative empowering culturewhere you can be an agent of us to tackle critical global challenges through high-impact work that matters.
Resilinc Innovation with Purpose. Intelligence with Impact.
As we scale our Digital Success and Supplier Success ecosystem Resilinc is building an intelligentdata-driven and automated engagement model. The Gainsight Administrator is at the center of that transformation and will lead the implementation configuration andexpansion of our digital success engine. This individual will architect the end-to-end Gainsightplatform automate customer journeys and operationalize the shift from traditional CSMengagement to agentic digital engagement built on real-time signals learning systems andcontextual action.
The Gainsight Administrator serves as the operational and technical owner of the Gainsight platform for Resilincs US customer base. You will work closely with US and India Digital Engagement teams Supplier Success Support and Academy leadership and will be responsible for building the scaled digital engagement frameworks that drive adoption improve GRR accelerate supplier engagement and strengthen operational excellence.
This role is based in India and will support US customers US and India Digital Engagement teams and US cross-functional partners during US (EST) business hours. Preference is for candidates located in Pune who can collaborate in person at our Puneoffice several times each week. Exceptional candidates across India will also be consideredprovided they can work US hours effectively.
What You Will Do
- Platform Ownership
- Lead full implementation configuration and ongoing governance of Gainsight for US customer engagement.
- Own all modules including Journey Orchestrator Rules Engine Data Designer Scorecards Playbooks Success Plans and Cockpit.
- Ensure high-quality data synchronization across Salesforce Freshdesk Snowflake PowerBI and product telemetry.
- Digital Engagement and Agentic Transformation
- Design and execute digital journeys that support onboarding adoption usage resilience and renewal readiness for US customers.
- Build agentic signal-driven workflows that proactively notify teams and guide automated actions across Digital Engagement Supplier Success and Support.
- Create scalable repeatable templates and playbooks that reduce manual effort while improving customer outcomes.
- Operational Analytics and Intelligence
- Build and manage operational dashboards used by US leadership for GRR forecasting product adoption week-over-week supplier progress and risk indicators.
- Simplify large data sets into actionable intelligence that informs account strategy supplier engagement and CSM prioritization.
- Cross-Functional Collaboration
- Collaborate with US and India teams across Digital Engagement Supplier Success Support and Academy.
- Partner with Product Engineering and Data Science to integrate relevant customer and supplier signals.
- Train internal teams and establish enablement materials for Gainsight adoption.
- Scale and Governance
- Establish governance documentation and technical standards for Gainsight to support growth.
- Evaluate emerging Gainsight capabilities and support continuous improvement.
What You Will Bring
- 4 years of Gainsight administration experience in a SaaS environment including experience implementing Gainsight to support a fully digital motion with very little human touch
- Experience supporting US enterprise customer success or global operations.
- Ability to work US hours consistently.
- Strong skills in Rule Engine Journey Orchestrator Scorecards Playbooks and data
- workflows.
- Solid analytical and problem-solving capability.
- Experience with Salesforce SQL Snowflake or similar data tooling a strong plus.
What Will Make You Stand Out
- Based in Pune with prior experience collaborating in hybrid office settings.
- Experience implementing or scaling digital success programs for US customers.
- Exposure to AI-driven or agentic automation concepts.
- Background supporting hybrid CS models that blend scaled and high-touch engagement.
Whats in it for you
At Resilinc were fully remote with plenty of opportunities to connect in person. We provide a culture where ownership purpose technical growth and a voice in shaping impactful technology are at our core. Oh and the perks Full-stack benefits for health wealth and wellbeing to keep you thriving. Hit up your talent acquisition contact for a location-specific FAQ.
More great news! Resilinc is backed by Vista Equity Partners
If you are a person with a disability needing assistance with the application process please contact emailprotected.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Unclear Seniority
Key Skills
- Civil
- Bidding
- GIS
- Capital Market
- Cement
- Agricultural
About Company
Resilinc was founded by supply chain practitioners and technology experts who believed that best in class supply chain risk management capabilities should be available to any company in the world.
