Gainsight Administrator

Reify Health

Reify Health

Administration
United States · Remote
Posted on Saturday, September 16, 2023

At OneStudyTeam (a Reify Health company), we specialize in speeding up clinical trials and increasing the chance of new therapies being approved with the ultimate goal of improving patient outcomes. Our cloud-based platform, StudyTeam, brings research site workflows online and enables sites, sponsors, and other key stakeholders to work together more effectively. StudyTeam is trusted by the largest global biopharmaceutical companies, used in over 6,000 research sites, and is available in over 100 countries. Join us in our mission to advance clinical research and improve patient care.

One mission. One team. That’s OneStudyTeam.

By joining our team as a Customer Success Systems Administrator, you will work cross-functionally to ensure that Customer facing teams have the tools, properly configured systems of record, resources and dashboards available to easily track, communicate, and engage with our customers. As a vital contributor, you will utilize your expertise in Gainsight and Salesforce to enhance our Customer Success processes and operations. If you are a professional with a deep understanding of CS operations with a knack for solving complex problems, consider joining us in our mission to streamline clinical trials.

What You’ll Be Working On

  • Administering, maintaining and implementing new features in Gainsight and Salesforce to optimize the work of Customer Success.
  • Proactively identifying and implementing opportunities for process improvements, workflow centralization, and automation to enhance both Customer Success and broader OneStudyTeam operations.
  • Developing and maintaining a workflow prioritization system (Scorecards), playbooks, and Programs.
  • Implement Salesforce configuration changes like Flow, fields, page layouts, record types, custom settings, dashboards, and reports.
  • Supporting cross-functional projects as an internal subject matter expert of both Gainsight and Salesforce best practices.
  • Developing and maintaining process documentation, training materials, adherence reporting, and assisting in the rollout of new or updated processes.
  • Coordinating and collaborating closely with the other members of the CS Operations team to ensure projects are completed on time.
  • Handling day-to-day support for the Customer Success team, including data quality troubleshooting, role based training, process changes, Playbooks, Programs, automation, etc.
  • Training new team members on current systems, processes & procedures.

What You’ll Bring to OneStudyTeam

  • 3+ years of recent experience administering Gainsight required.
  • 2+ years of Salesforce administration experience and an appetite for continuous learning.
  • Experience working in Customer Success at a SaaS company, preferably in Customer Success Operations or similar role.
  • Demonstrated ability to operate cross-functionally with teams such as Marketing, Sales, Implementation, Professional Services and Customer Success.
  • Technical writing skills and experience building a knowledge base for how platforms and systems are set up and why.
  • Top notch organizational skills- you have a spreadsheet on your personal computer for when to water the houseplants.
  • Excellent analytical and troubleshooting skills to resolve complex issues and find effective solutions.
  • Positive attitude and ability to help lead others through change.
  • Ability to work in a high-growth environment – you are comfortable with ambiguity and find no job too big or small.

Learn more about our global benefits offerings on our careers site: https://careers.onestudyteam.com/us-benefits

We value diversity and believe the unique contributions each of us brings drives our success. We do not discriminate on the basis of race, sex, religion, color, national origin, gender identity, age, marital status, veteran status, or disability status.

Note: OneStudyTeam is unable to sponsor work visas at this time. If you are a non-U.S. resident applicant, please note that OST works with a Professional Employer Organization.

As a condition of employment, you will abide by all organizational security and privacy policies.

For a detailed overview of OneStudyTeam's candidate privacy policy, please visit https://careers.onestudyteam.com/candidate-privacy-policy. This organization participates in E-Verify (E-Verify's Right to Work guidance can be found here).