The Senior Customer Success (CS) Software Administrator is a leader who works with the Customer Success, Support and Services teams and other stakeholders to strategize, design and implement technical solutions and business processes utilizing our Customer Success, Support and Services platforms. This position leads the way in identifying and implementing processes that create team efficiency and effectiveness, utilizing industry trends and best practices. The Senior CS Software Administrator also serves as the technical expert, training team members, consulting and guiding business decisions impacting CS systems.
What You’ll Do
- Technical expert, owning all aspects of Workiva’s Gainsight software instance, including strategy, development, testing, maintenance and enablement
- Consult and guide leadership to design functional processes that align with business strategy
- Configure and optimize internal system integrations, workflows, and reports
- Develop and maintain platform configuration and process documentation, including end user rollout planning and training
- Keep current on industry best practices, new features and enhancements to the platform, and make recommendations to improve team efficiency
- Analyze team productivity to ensure effective use of the platform and maintain data integrity
- Mentor and train team members
- Lead agile processes for CS Software Team to ensure efficient delivery results
What You’ll Need
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education/experience in a related field
- 6+ years of related experience
Preferred Qualifications
- Gainsight Level 3 Certification preferred
- Comfortable with object-oriented concepts, logic fundamentals (IF/AND/OR) and experience working with query language
- Familiarity with SQL, Python, JSON, HTML, Postman would be beneficial
- Experience with Salesforce, Amazon S3, Zendesk, APIs, and Slack
- Self-motivated with the ability to work in a remote, highly-collaborative environment
- Well organized with superb project management and time management skills
- Knowledge of scrum and agile frameworks
- Ability to influence others and drive change
- Personal, adaptable and able to manage multiple priorities and shift focus as necessary
- Solid analytical and problem-solving capabilities
- Ability to present ideas, processes and solutions in user-friendly language• Possesses an innovative and curious mentality
- Meticulous attention to detail
- Strong technical aptitude, with competency in using Google Drive, Microsoft Office
Travel Requirements & Working Conditions
- Minimum travel required
- Reliable internet access for any period of time working remotely, not in a Workiva office