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Senior System Administrator, Customer Success Platform

1 month ago

Austin, Texas, United States CDK Global Full time
Job Summary:

The Senior System Administrator will serve as the primary expert and manager for our customer success software, Totango/Catalyst. This role is focused on the ongoing development, customization, and administration of the platform to support the needs of our Customer Success Operations team.

Key Responsibilities:

Platform Customization and Development:

Lead the development and customization of the Totango/Catalyst platform, including the creation of custom dashboards, automation rules, health scores, and workflows that align with business needs.


User Management:

Manage user setup, roles, permissions, and access levels within Totango/Catalyst, ensuring that the platform is secure and that users have the appropriate access to perform their jobs effectively.


Data Management:
Understand the data architecture within Totango/Catalyst, including data modeling, import/export processes, and data quality management. Ensure that data is accurately captured, maintained, and leveraged across the platform.

Automation and Process Optimization:
Design and implement automated processes to streamline workflows, improve efficiency, and ensure consistency in customer success operations. This includes creating and managing related triggers, process builder workflows, and other automation tools within the platform.

Health Score Configuration:
Develop and maintain health score metrics within Totango/Catalyst to effectively monitor and manage customer health. This includes setting up rules, alerts, and dashboards to proactively address customer issues.

Account Hierarchy and Management:

Understand and manage the account hierarchy within Totango/Catalyst, ensuring that the platform reflects the organization's structure and supports a wide range of products and services offered by CDK.


Reporting and Dashboards:
Build and maintain custom reports and dashboards that provide actionable insights to the Customer Success team and other stakeholders. Ensure that reporting is accurate, timely, and meets the needs of the business.

System Integrations:

Provide insights on system integrations between Totango/Catalyst and other platforms, such as Salesforce, to ensure seamless data flow and system interoperability.


Platform Maintenance:

Perform regular system audits, upgrades, and maintenance tasks to ensure the Totango/Catalyst platform remains up-to-date, secure, and optimized for performance.


Training and Support:
Provide training and support to end-users to ensure they are effectively utilizing the platform. Create and maintain documentation, including user guides and best practices.

Vendor Management:
Act as a liaison with Totango/Catalyst and other third-party vendors, managing platform support, troubleshooting, and escalations as needed.

Change Management:

Develop and implement change management strategies to ensure smooth transitions when updates or new features are introduced to the platform.


Qualifications:
Bachelor's degree in business, Information Technology, or a related field preferred (or equivalent experience).

Proven experience (4-5 years) as a System Administrator with a focus on customer success software, preferably Totango/Catalyst or similar platforms such as Gainsight, ChurnZero, Planhat, Vitally, etc.

Strong (4-5 years) expertise in platform customization, automation, and data management, with responsibilities like those of a Senior Salesforce Administrator.

4-5 years experience working with enterprise-level organizations and large customer success teams
Exceptional project management skills, including the ability to manage multiple projects simultaneously.
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Ability to work effectively in a cross-functional team environment.
Familiarity with change management principles.
Detail-oriented with a strong commitment to quality

Salary Range:
$90,000 -$105,000

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.

The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.

We offer Medical, dental, and vision benefits in addition to:

Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities.

We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued.

Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.