Gainsight System Administrator

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Gainsight Administrator to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment.

Gainsight Administrator plays a crucial role in driving value for partners across the lifecycle, thanks to the workflows they configure as a member of the Operational Excellence for Partner Success team. Gainsight Administrator collaborates with cross-functional business teams to develop partner success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as Salesforce, while adhering to systems administration best practices. Gainsight Administrator then trains team members and business partners to use the workflows they’ve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals.

WHAT YOU'LL DO

Solution Design

Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
Collaborate with cross-functional end users to gather business requirements that impact Gainsight and Salesforce, and configure the system to meet those needs (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
Business Processes

Develop new business processes in partnership with Partner Success leadership and cross-functional teams
Manage the rollout of processes, including thoughtful timing
Design business rules that analyze partner data and trigger actions for the Partner Success team to engage with partners
Help users to develop an understanding of contributors to partners health, sources of partner risk/churn, and positive trends
Manage mapping and documentation of partner success processes
Upkeep and Support

Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
Monitor system performance, data integrity, and user activity and suggestions 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

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
Experience as end-user of a CRM (preferably Salesforce), customer support system, or marketing automation system
Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
Experience working in customer/partner success, or equivalent understanding of key customer/partner success principles
Demonstrated project management, business analysis, and problem-solving
Experience working in cross-functional teams
Self-starter, demonstrating leadership of owned projects
Excellent written and verbal communication and presentation skills
Strategic thinking and prioritization
Problem solver with a systems mindset Preferred
Gainsight experience as end-user
Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
CRM administration experience or certification
Partner/Customer-facing experience, especially as a Partner/Customer Success Manager
Experience interacting with senior leadership and managers
Experience in operations for partner/customer success, sales, support, services, or marketing
Experience in data analysis, business intelligence, and design of reports and dashboards
Understanding of data structures, data modeling, and database management
*Please submit your resume and application in English

WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments.

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

WE OFFER


Competitive health insurance benefits and annual leave
Hybrid and flexible working models
Employee recognition and referral bonus programs
Monthly sports card for employees and family members
Monthly public transport card, free parking, free office lunch vouchers
Teambuilding, social activities and networks
Professional Development


Global mentorship program
Trainings, certifications and professional development activities
Participation in conferences and seminars
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