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Gainsight Operations Specialist

4 months ago

Austin, Texas, United States Forcepoint Full time
Who is Forcepoint?Forcepoint simplifies security for global businesses and governments.

Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working.

20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents.

If our mission excites you, you're in the right place; we want you to bring your own energy to help us create a safer world.

All we're missing is youWho is Forcepoint? Forcepoint simplifies security for global businesses and governments.

Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working.

20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents.

If our mission excites you, you're in the right place; we want you to bring your own energy to help us create a safer world.

All we're missing is you At Forcepoint, a Gainsight Administrator is a key strategic team member of the Customer Success Operations team, helping to deliver value to our customers.

In this role you will collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements.

Translating these requirements into technical designs that you will implement in Gainsight and, at times, working with integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices.

This is an exciting time to be at Forcepoint; we are delivering innovative cybersecurity solutions to our customers, such as our Data-first SASE platform, to help them achieve their strategic initiatives.

Key Responsibilities Partner with cross-functional end users to gather business requirements that impact Gainsight and our CRM system, configuring the system to meet those needs (partnering with other operations teams as needed)Lead efforts to identify key metrics, data sources, and the frequency and granularity of data feedsResponsible for the administration, configuration, and maintenance of Gainsight for the Customer Success Organization.

Enable easy to access customer data by designing and advancing Gainsight dashboards and reports to meet end-user requirements.

Facilitate customer-centric collaboration by managing programs, which foster cross-functional communication, driving the execution of initiatives that enhance the Forcepoint Customer Journey.

Prepare and curate end user documentation and training (e.g. Gainsight Job Aids, Gainsight Demos, and maintaining the Customer Journey process).Provide technical and functional support to users of Gainsight and related applications.
Design, measure, monitor usage and adoption metrics to drive effectiveness and impact for continuous improvement.

Required Experience & Skills Gainsight administration experience, or Gainsight Associate Administrator (Level 1) CertificationBachelor'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, customer support system, or marketing automation systemDemonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/softwareDemonstrated project management, business analysis, and problem-solvingExperience working in cross-functional teamsSelf-starter, demonstrating leadership of owned projectsExcellent written and verbal communication and presentation skillsStrategic thinking and prioritizationPreferred Additional Experience & Skills CRM administration experience or certificationExperience interacting with senior leadership and managersExperience in data analysis, business intelligence, and design of reports and dashboardsUnderstanding of data structures, data modeling, and database managementDon't meet every single qualification? Studies show people are hesitant to apply if they don't meet all requirements listed in a job posting.

Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you're excited about this role, we encourage you to apply.

You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability.

You may request reasonable accommodations by sending an email to Forcepoint is a Federal Contractor.

Certain positions with Forcepoint require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations.

Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
Applicants must have the right to work in the location to which you have applied.