Customer Success Systems Administrator

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
As a Customer Success Systems Administrator, you will manage and optimize our Gainsight and Kantata (Mavenlink) platforms. This role will involve configuring and maintaining these systems, analyzing data to generate actionable insights, and improving processes to enhance customer engagement and operational efficiency. You will work closely with the Customer Success, Operations, Revenue Operations and Data Analytics teams to ensure that our internal tools and systems are configured to support our customer engagement strategies effectively.
What You'll Be Doing:
Gainsight and Kantata Administration:

• Own, manage, and optimize our Customer Success tool, Gainsight
• Own, manage, and optimize our Professional Services application tool, Kantata
• Optimize our Customer Success departments tools and systems, ensuring data accuracy, system configuration, and integration with other tools
• Customize and configure workflows, automation, and reporting within Gainsight and Kantata to support business processes
• Provide support and troubleshooting for system-related issues, ensuring minimal disruption to operations
• Collaborate with Customer Success, Professional Services, and Customer Support teams to leverage system capabilities for enhanced customer engagement and improved service delivery
• Monitor system performance, conduct regular audits, and implement improvements for optimal efficiency
• Manage multiple system administration projects simultaneously, ensuring timely delivery and effective communication with all stakeholders

Reporting & Analytics:

• Develop and maintain custom reports, dashboards, and data visualizations within Gainsight and Kantata to track key Customer Success metrics
• Monitor, analyze, and report on key performance metrics related to system usage and customer interactions
• Provide regular reports and insights to our teams, leadership, and other stakeholders to inform strategic decisions
• Ensure data integrity and consistency across all Customer Success reporting

Process Improvement:

• Identify opportunities to streamline Customer Success group processes and workflows within the systems and tools we use
• Act as the Gainsight and Kanata subject matter expert, providing training and support to the Customer Success team on best practices and new features
• Collaborate with the Operations team to continuously improve data quality and accuracy in Gainsight

What You Bring:

• Bachelor's degree in business, Data Analytics, Information Systems, or a related field
• 5+ years of experience in Customer Success, Operations, or a related role, with a strong focus on system administration
• 3+ years of experience in system administration
• Proven experience in optimizing Gainsight (or similar tool) for Customer Success teams, including configuration, automation, and reporting
• Proven experience in optimizing Kanata (or similar tool) for Customer Success teams, including configuration, automation, and reporting
• Excellent communication and collaboration skills, with the ability to work effectively across teams
• Strong problem-solving skills and attention to detail
• Ability to thrive in a fast-paced, dynamic environment

Preferred Qualifications:

• Gainsight Admin Certification
• Experience with CRM systems (e.g., Salesforce) and data integration tools. Ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Previous experience in a SaaS or technology company

Perks & Benefits We Offer:

• Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration
• Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
• Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
• Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
• In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
• Join a mission-driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.