Gainsight Admin/CX Ops

About Recurly:

Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.2 billion in revenue in 2023.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

You are someone who thrives on being the customer champion by investing in knowing our industry, company, product and our customers. You are someone who takes extreme pride in the success of your work, knowing it is consumed at all levels of our organization. You are someone who has a winning spirit, who is highly organized, thrives in an organization that is both collaborative and fast-paced and who is willing to share your expertise, knowledge and ideas with others.

To be truly successful in this role, you must bring a level of passion and energy to everything you do. You are process driven, meticulously organized and effectively manage your time. 

Traits: Inquisitive/Curious, self-motivated, highly organized, intrinsically driven to compete/win, collaboration with an eye on partnership, ability to rapidly internalize technology and apply it to customer value. You have an eye for detail and a passion to learn/grow. 

As a Gainsight Administrator/CX Ops Analyst, you will be responsible for everything related to the administration of Gainsight. You will own user support, training, site configuration, best practices, while ensuring we are current on features, releases and processes. You will also work with the CX leadership team to build slides, reports and data insights as needed. 

Key Responsibilities

• The Gainsight Administrator and CX Operations Analyst is a key member of the CX/CS team. You are responsible for optimizing the Gainsight platform, enhancing our customer strategies, bringing forth best practices and executing upon campaigns, dashboards, journeys, workflows and reporting. 
• The role involves cross team & department collaboration to gather data, requirements, understanding & documenting use cases, configuring the system and driving process improvements.
• Ensure that health metrics, reporting and data points are effectively measured, reported and analyzed
• Document all Gainsight process and procedures
• Drive the customer health metric reporting, analytics and process improvement
• Own day-to-day support of Gainsight users, training and questions
• Monitor and advise on all new Gainsight releases, features and trends
• Work directly with our business analytics team, VP of Customer Success and Chief Customer Officer to produce reports, slides and dashboards needed by the CX organization

Requirements

• 2-3 years’ experience and a proven track record being in a Gainsight Administrator & Ops role
• Gainsight administration certification Level 1 (minimum) & Level 2 (preferred)
• Demonstrated project management, problem solving, and prioritization skills
• Experience in data analysis, excel, Google Sheets, etc
• Highly adaptable to a fast paced environment
• Experience working with Salesforce (a plus)
• Experience with Google Suite (slides, sheets, etc)

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected]