Senior Customer Success Ops Analyst (Gainsight)

Diligent; Vancouver; Hybrid; CAD 98,000 - 124,000; Full time

Job summary

A leading governance solutions company seeks a Senior Customer Success Ops Analyst with extensive experience in Gainsight to create and implement business solutions. This role involves collaborating with teams to optimize customer success processes and managing user support for Gainsight.

Benefits

Flexible work environment

Comprehensive health benefits

Generous time off policy

Qualifications

• 5+ years of experience in Gainsight administration or equivalent.
• Demonstrated project management and business analysis skills.
• Excellent written and verbal communication skills.

Responsibilities

• Configure, deploy, and administer the Gainsight platform.
• Develop new business processes in partnership with Customer Success leadership.
• Manage day-to-day support of Gainsight users.

Skills

Gainsight administration

Project management

Business analysis

Problem-solving

Cross-functional teamwork

Education

Gainsight certification

Degree in a relevant field

Job description

Senior Customer Success Ops Analyst (Gainsight)

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.

We are seeking a tenured Senior Business Analyst / Gainsight Administrator to partner with Customer Success leadership and help build a world-class customer success organization. You will be responsible for creating and translating business requirements into technical designs that will be implemented in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices. Our products are used by one million usersfrom over 23,000 organizations, including 62% of the Fortune 500, 90% of the FTSE 100 and 83% of the ASX 200 to improve their bottom line, keep pace with stakeholder expectations and create lasting, positive impact on the world.

In this role, you can expect the following responsibilities:

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 the CRM, 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 Customer Success leadership and cross-functional teams
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
• Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends
• Manage mapping and documentation of customer 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

To thrive in this role, you have:

• 5+ years of experience in Gainsight administration or an equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
• Gainsight and other certification
• Experience as end-user of a CRM, customer support system, or marketing automation system
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
• Experience working in customer success, or equivalent understanding of key customer 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

Pay Range

$98,000 - $124,000 CAD

What Diligent Offers You

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people.Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programsto name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability –to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected towork onsite at least 50% of the time.We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See alsoDiligent's EEO Policy and Know Your Rights .We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail] .

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.

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