Customer Success Gainsight Admin – Hewlett Packard Enterprise – Chennai, Tamil Nadu

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

HPE GreenLake is at the vanguard of HPE’s current and future strategy to become the industry leader in Edge to Cloud platforms. Launched over 2 years ago, the GreenLake brand has since grown to become the market leader for on-premises IT-as-a-service, leading the category with over 35% global unaided awareness. HPE GreenLake brings the modern cloud IT experience to the data and applications clients can’t or won’t put into the public cloud.

The Role:

As a member of the Customer Success Operations COE team, the Gainsight Administrator is a highly visible role requiring extensive interaction and collaboration across Customer Success and other groups at HPE involved in the improvement of the customer experience, including company-wide strategic initiatives. The Gainsight platform is an important element used to drive and inform our customer-centric strategy. Enhancing the effectiveness and expanding on the capabilities of the platform will expose critical insights into the health and care of our customer base and contribute significantly to the achievement of strategic company goals. You will also be directly responsible for driving adoption of Gainsight and assist in leveraging insights with the Customer Success team, who are responsible for executing aaS principles like software adoption, expansion, and retention, and ensures HPE is aligned with the customers’ needs and expectations.

Responsibilities: Essential duties and responsibilities include the following. (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Serve as a key member of the Gainsight Operations team in the Customer Success organization.

• Configure and deploy Gainsight improvements (including system configuration, providing assistance with external/internal integrations, reports, dashboards, workflows, and necessary training) in partnership with the business needs identified by the organization.

• Perform data governance steward duties including data validation efforts identifying critical mapping requirements needed for integration and workflow of multiple data lake environments into the Gainsight MDA and business processes.

• Identify and implement data solutions required for Gainsight workflows and functionality

• Support Customer Success business strategy & operations by designing and implementing innovative cross-organizational technical processes and workflows within Customer Success Platform tools (i.e Gainsight CS, SFDC, PowerBI) and other platforms.

• Collaborate with senior leaders on the design of Gainsight-driven business rules that analyze customer data and trigger actions for the Customer Success team to proactively engage with customers.

• Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures.

• Contribute to customer health scorecard improvements.

• Manage platform configurations as well as the implementation of new solutions, including requirement gathering, design, testing, training, successful roll out (including adoption) and continuous improvements within Gainsight.

• Develop a keen understanding of the organization’s sources of risk, as well as positive trends, and effectively report on both.

• Make recommendations to improve effectiveness and efficiencies through development and adoption of best practices and standardized procedures as well as “outside of the box” thinking.

• Monitor system performance, data integrity and user activity to make recommendations and deploy continuous improvements.

• Serve as the frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems.

• Respond to ticketing system submissions within SLA and follow up on backlog issues, track/report on outstanding issues, and work to resolve known or identified issues for the Gainsight platform.

• Work with Gainsight support resources for resolution of issues, submitting enhancement requests, collaborating with community, and providing CSA requirements for simple to complex solutions.

• Develop process documentation.

Qualifications: To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

• Minimum of 2-3 years of Gainsight development/administration experience – (Gainsight Certified Administrator a plus) Customer Success or Account Management experience with an affinity for technology, data, and process.

• Minimum of 2-3 years’ experience implementing, configuring and administering SaaS business systems for a software company, with at least 2 years of Salesforce experience.

• Proficient in the use of object-oriented concepts and logic fundamentals (IF/AND/OR)

• Proven ability to work creatively, collaboratively, and analytically in a problem-solving environment.

• Detail-oriented, organized, self-motivated, and a great team player with excellent interpersonal skills to work in a remote highly collaborative environment.

• Excellence in providing end user support and training; ability to create technical documentation in partnership with enablement groups

• Passion for creating a frictionless end user experience.

• Ability to meet deadlines.

Join us and make your mark!

We offer:

• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?

Then let’s stay connected!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

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This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office