Work beautifully
Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.
About the team
Instrumental in the success, effectiveness and scalability of our Dialpad CX Organization, our operations teams are critical to the employees and customers of Dialpad. The CX operations organization is responsible for delivering the absolute highest levels of support and visibility to our Client Success, Professional Services and Support teams to ensure we are delivering on industry leading efficiency across the CX org. Using your problem-solving skills, technical aptitude with reporting tools, and cross functional relationships, this role will aim to support and assist our internal teams to better engage with our customer base.
Your role
The Gainsight Administrator is responsible for Gainsight planning, configuration, training, reporting, and ongoing support for the Gainsight platform. Coordinates with customer success, operations, and development teams to determine requirements, develop project plans, and drive Gainsight enhancement. Acts as the lead resource managing requests, troubleshooting, and driving advancement and adoption of Gainsight. This position will be responsible for ensuring that the Salesforce and BigQuery data being used by Gainsight is accurate and will work with key stakeholders to optimize the processes that have an impact on Gainsight.
What you’ll do
- Proactively researches capabilities and develops platform enhancements
- Ensures a high level of data integrity throughout Customer Operations
- Empower the customer success organization by developing key reports and dashboards in Gainsight and Salesforce for use by CS and the CS leadership team
- Continuously offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
- Works with enablement to train end users on new Gainsight processes, features, and functionality
- Maintains platform functionality, troubleshoots, and responds to end user issues in a timely manner through email, phone and chat
- Become an expert in our current internal systems (ZenDesk, Salesforce, DOMO, & CSR)
- Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs
- Support customer success team in presenting solutions to meet stakeholder requirements
- Create Gainsight flows to automate business processes and improve data quality within the Gainsight environment
- Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership
- Use data to identify at-risk accounts and create playbooks for CSMs to address
- Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth
- Define scalable processes for 1:Many communications, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement
- Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs
Skills you’ll bring
- Two (2) years of Gainsight experience required. Admin level Gainsight experience highly preferred.
- Experience with a BI Tool (DOMO, Microsoft PowerBI, Tableau, etc.) recommended
- Attention to detail and experience working with large complex datasets
- Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately
- Strong business acumen to ensure we are asking the right questions from the requestor in order to deliver on reporting or analysis that adds value
- Strong engagement with end users and CS leaders
- Knowledge of configuring C360, timeline playbooks, CTAs, reports and dashboards within Gainsight
- Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality.
- Technically savvy and preferably have experience with APIs, communications, enterprise software, and/or cross-channel systems.
- Salesforce Lightning experience preferred, but not required
- Understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
- Excellent critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions
Who you are
- Previous Sales Operations or Business Operations, or Customer Success/Account Management experience with an affinity for technology, data, and process would be beneficial
- Positive team player who embraces a team-first attitude and contributes to overall team success
- Self-motivated, proactive, with innovative ideas to inspire customer loyalty and adoption
- Willing to learn and take on new challenges each day
- Able to adapt quickly to an ever changing environment
- Goal oriented and motivated to meet and exceed established KPI’s
- Excited to work with data and find ways to improve our current processes
- Able to establish rapport and gain situational awareness quickly within our cross functional teams
Dialpad benefits and perks
Equity, balance, and belonging
At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.
Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.
Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.
Benefits, time-off, and wellness
An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, home office equipment, gym membership costs, a variety of wellness events, and more!
Continuing education
Dialpad offers a yearly stipend for continued learning and education expenses.
Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.
Top Skills
What We Do
Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls--anywhere, anytime. We bring simplicity to the professional phone experience and some of the world’s most innovative companies use our platform. Dialpad's products span video meetings, cloud call centers, sales coaching and dialers and enterprise phone systems--and are all infused with the latest AI technologies to help every business make smarter calls. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.
