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.