At Forcepoint, the Principal 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 are responsible for the administration, configuration, and ongoing management of the Gainsight platform for the Customer Success Organization. You will collaborate with cross-functional business teams to develop customer success strategies and design solutions to the associated business requirements, while adhering to systems administration best practices.

Key Responsibilities
• Partner with cross-functional end users to gather business use cases and requirements that impact Gainsight and our CRM system, configuring the system to meet those needs and partnering with other operations teams as needed to ensure ongoing alignment
• Lead efforts to identify key metrics, data sources, and the frequency and granularity of data feeds
• Enable easy access to customer data by designing and advancing Gainsight dashboards and reports to meet end-user requirements and deliver greater visibility to Gainsight data for cross-functional teams
• Provide technical and functional support to users of Gainsight, managing day-to-day functionality, user administration, security and permissions
• Design, measure, and monitor usage and adoption metrics to drive effectiveness and continuous improvement of the Gainsight platform
• Maintain expertise in Gainsight and stay up to date on new features, trends, and related technologies, advocating for introduction of new functionalities and technologies, and establishing a consistent release process to minimize change impacts
• Prepare and curate end user documentation and training (e.g. Gainsight Job Aids, Gainsight Demos, and maintaining the Customer Journey process ) as changes are released

Required Experience & Skills

• 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)
• More than 10 years' experience as an end-user of a CRM, customer support system, or marketing automation system
• Gainsight administration experience and Gainsight NXT Administrator (Level 3) Certification
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
• 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

Preferred Additional Experience & Skills
• CRM administration experience or certification
• Experience interacting with senior leadership and managers
• Experience in data analysis, business intelligence, and design of reports and dashboards
• Understanding of data structures, data modeling, and database management

Don'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 recruiting@forcepoint.com.

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.