Senior Customer Success Systems Administrator

Deltek; Chicago (IL); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with company match

Paid vacation and holidays

Well-being programs

Disability coverage

Life insurance

Job summary

Deltek is seeking a Senior Customer Success Systems Administrator to drive adoption and value realization of the Gainsight platform. You will partner with CS leadership to enhance user experience, design scalable Gainsight solutions, and improve lifecycle processes across the organization.

Responsibilities include configuring Gainsight, building dashboards and reports, and maintaining customer health scorecards and playbooks.

Qualifications

• 2+ years of Gainsight administration experience.
• Gainsight L3 Administrator Certification preferred.
• Experience administering Customer 360, Relationships, CTAs, Playbooks, Success Plans, Rules Engine, Dashboards, and Reporting.
• Strong understanding of Customer Success processes and customer lifecycle management.
• Experience gathering business requirements and translating them into system solutions.
• Experience driving software adoption, user enablement, and change management initiatives.
• Strong analytical, problem-solving, and communication skills.
• Experience with Salesforce administration and integrations is a plus.

Responsibilities

• Configure, deploy, and administer the Gainsight platform, including system configuration, workflows, dashboards, reporting, and integrations.
• Collaborate with Customer Success leadership and cross-functional teams to gather business requirements and translate them into scalable Gainsight solutions.
• Design and optimize 360 experiences that provide actionable customer insights and improve user productivity.
• Configure and maintain customer health scorecards, Success Plans, CTAs, Playbooks, and Relationships.
• Partner with Customer Success leadership to design and improve customer lifecycle processes.
• Drive adoption of Gainsight capabilities and best practices across the Customer Success organization.
• Identify opportunities to improve user experience, reduce administrative effort, and increase platform utilization.
• Document and maintain Customer Success processes, workflows, and governance standards.

Skills

Gainsight administration

Data analysis

Communication skills

Problem-solving

Education

Gainsight L3 Administrator Certification (preferred)

Tools

Gainsight

Salesforce

Job description

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.

Business Summary

The Deltek Customer Success team plays a key role in helping our customers maximize the value for their solutions. As a member of our team, you are the customer’s advocate to help them find answers to their questions and support the renewal and growth of their business. If you thrive in a collaborative environment, where learning and development are encouraged, consider Deltek as the next step in your career.

Position Responsibilities

As a Senior Customer Success Systems Administrator, you will play a critical role in driving adoption, value realization, and continuous improvement of the Gainsight platform. This individual will partner closely with Customer Success leadership to enhance user experience, optimize customer success processes, and ensure Gainsight effectively supports customer lifecycle management and business objectives.

Solution Design

• Configure, deploy, and administer the Gainsight platform, including system configuration, workflows, dashboards, reporting, and integrations.
• Collaborate with Customer Success leadership and cross-functional teams to gather business requirements and translate them into scalable Gainsight solutions.
• Design and optimize 360 experiences that provide actionable customer insights and improve user productivity.
• Configure and maintain customer health scorecards, Success Plans, CTAs, Playbooks, and Relationships.

Business Process

• Partner with Customer Success leadership to design and improve customer lifecycle processes.
• Drive adoption of Gainsight capabilities and best practices across the Customer Success organization.
• Identify opportunities to improve user experience, reduce administrative effort, and increase platform utilization.
• Document and maintain Customer Success processes, workflows, and governance standards.
• Lead rollout and change management activities for new functionality and process enhancements.

System Administration

• Manage the Gainsight support queue and resolve user questions, issues, and enhancement requests.
• Monitor system performance, data integrity, and user adoption to identify opportunities for continuous improvement.
• Evaluate new Gainsight releases and features to maximize business value and platform effectiveness.
• Develop dashboards, reports, and analytics that support operational and executive decision-making.

Qualifications

• 2+ years of Gainsight administration experience.
• Gainsight L3 Administrator Certification preferred.
• Experience administering Customer 360, Relationships, CTAs, Playbooks, Success Plans, Rules Engine, Dashboards, and Reporting.
• Strong understanding of Customer Success processes and customer lifecycle management.
• Experience gathering business requirements and translating them into system solutions.
• Experience driving software adoption, user enablement, and change management initiatives.
• Strong analytical, problem-solving, and communication skills.
• Experience with Salesforce administration and integrations is a plus.

Compensation Info

The U.S. salary range for this position is $90,000.00-$110,000.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.

Benefits and perks

• Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.

Position Type: FT

Travel Requirements: No

Compliance Requirements: Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affiliation employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify® is a registered trademark of the United States Department of Homeland Security.