Essential Job Duties
At BambooHR, our mission is simple: we want to set people free to do meaningful work. People love our software—and it turns out that people love working here, too. BambooHR has been recognized as a "Best Company to Work For," and we're proud of our team for creating software that makes an impact in the lives of HR pros and employees all over the world.
Customer Experience Operations at BambooHR is dedicated to the continuous improvement of the customer journey. We deliver scalable process management and systems design to accelerate our vision of setting people free to do great work. Our daily mission is to enable our Customer Experience organization to delight our customers through operational efforts focused on improving revenue, costs, and quality, and maximizing customer loyalty. As a Gainsight Architect, you will serve as the primary Gainsight tool owner for the Customer Experience division, working with cross-functional stakeholders to implement, maintain, and refine configurations such as Rules, Data Designer, Journey Orchestrator, and User/Data Management, ensuring alignment with CX and broader organizational goals.
In your day-to-day work, you will:
- Gainsight Management and Optimization: Collaborate with stakeholders to gather requirements and implement solutions, focusing on seamless module integration. Develop scalable processes, including playbooks and calls to action, and promptly troubleshoot and resolve Gainsight issues.
- Data and Reporting: Create and maintain insightful dashboards tailored to business needs. Ensure data quality in Gainsight by collaborating with backend data teams and adhering to best practices. Integrate Gainsight with other systems for seamless data flow and accuracy. Address system and data issues with various teams to maintain optimal performance. Design and monitor usage and adoption metrics for continuous improvement.
- Innovation and Efficiency: Design and implement Gainsight solutions that align with business objectives and enhance customer success processes. Lead initiatives to improve efficiency and the customer journey. Configure customer health scores and document all configurations and processes for knowledge transfer and compliance. Prepare end-user documentation and training materials.
- Support and Scalability: Provide advanced Gainsight support, addressing tasks, bugs, and user testing. Collaborate with cross-functional teams to translate their needs into Gainsight functionalities. Customize the Gainsight front end to meet evolving business requirements.
- Business Requirement Development: Collaborate with CX leadership and cross-functional teams to develop and implement business tools that enhance customer success and operational efficiency.
- Release Management: Oversee the release management process to ensure smooth integration of new features and updates.
- Compliance, Risk, Security, and Crisis Management: Ensure platform compliance with regulations and standards. Manage risks, maintain security and uptime, and prepare for crisis management.
- Change Management: Manage platform changes, including data, integration, and access, in collaboration with Product, Engineering, and IT teams to ensure seamless transitions and minimal user impact.
- Tool Optimization: Lead the development, testing, and launch of new features and tools to enhance functionality and user experience.
- Vendor Collaboration: Work closely with the Gainsight Customer Success Manager to ensure the tool meets organizational needs and aligns with strategic goals. Manage the vendor relationship, including contract renewal, in partnership with Procurement.
What You Need to Get the Job Done
- Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer experience, operations, business analysis, data analytics, database administration, computer science, data analytics)
- 8+ years of experience in a technology/software company in Operations or IT, preferably as an admin
- 3+ years of experience in a Gainsight administration or similar role
- Certified as a Gainsight Admin with hands-on experience in configuring Gainsight's capabilities
What Will Make Us REALLY Love You
- Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data
- Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary
- Experience with project management and agile methodologies
- Proven success designing and building technical solutions, including creation of technical documentation; CRM administration experience or certification
- Experience in data analysis, business intelligence, and design of reports and dashboards
- Understanding of data structures, data modeling, and database management
