Gainsight System Administrator

Acronis is a world leader in cyber protection—empowering people with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for someone who is ready to join our mission in creating a #CyberFit future!

Gainsight Administrator plays a crucial role in driving value for partners across the lifecycle, thanks to the workflows they configure as a member of the Operational Excellence for Partner Success team. Gainsight Administrator collaborates with cross-functional business teams to develop partner success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as Salesforce, while adhering to systems administration best practices. Gainsight Administrator then trains team members and business partners to use the workflows they’ve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals.

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

Solution Design

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations)
• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and Salesforce, and configure the system to meet those needs (partnering with other operations teams as needed)
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

Business Processes

• Develop new business processes in partnership with Partner Success leadership and cross-functional teams
• Manage the rollout of processes, including thoughtful timing
• Design business rules that analyze partner data and trigger actions for the Partner Success team to engage with partners
• Help users to develop an understanding of contributors to partners health, sources of partner risk/churn, and positive trends
• Manage mapping and documentation of partner success processes

Upkeep and Support

• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
• Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Bachelor’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 (preferably Salesforce), customer support system, or marketing automation system
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
• Experience working in customer/partner success, or equivalent understanding of key customer/partner success principles
• Demonstrated project management, business analysis, and problem-solving
• Experience working in cross-functional teams
• Self-starter, demonstrating leadership of owned projects
• Excellent written and verbal communication and presentation skills
• Strategic thinking and prioritization
• Problem solver with a systems mindset Preferred
• Gainsight experience as end-user
• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification
• CRM administration experience or certification
• Partner/Customer-facing experience, especially as a Partner/Customer Success Manager
• Experience interacting with senior leadership and managers
• Experience in operations for partner/customer success, sales, support, services, or marketing
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modeling, and database management

*Please submit your resume and application in English

WHO WE ARE

Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in over 45 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities in which we live. Mutual trust, respect, personal achievement, individual leadership, and a belief that we can contribute to the world everyday are the cornerstones of the Acronis Team.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

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