Description
At Braze, we're a customer engagement platform that helps brands deliver great customer experiences.
As our Customer Success Platform Administrator, you will be the hands-on technical execution layer for the Gainsight platform, working alongside our CX Business Systems Analyst to turn CX strategy into scalable, well-governed system configuration.
Responsibilities:
- Administer and maintain Gainsight, serving as the hands-on technical administrator for configuration standards, data integrity, user and permission management, and admin documentation.
- Configure and solution design, building, and maintaining C360/R360 layouts, Scorecards and health models, CTAs, Playbooks, and Success Plans that operationalize CX engagement models.
- Automate workflows, building and maintaining Rules Engine jobs, scheduled runs, and Journey Orchestrator programs, and troubleshoot rule and data-load failures.
- Configure and maintain AI features, setting up and tuning Gainsight's AI capabilities.
- Report and visualize, developing and maintaining dashboards and reports for leadership, managers, and end-users.
- Manage data and integrations, using Data Designer and Rules to ingest, transform, and merge data.
- Support security and compliance, partnering with IT, Security, and GRC on access controls and security reviews.
- Deliver net-new build, contributing hands-on to the Gainsight roadmap.
- Partner cross-functionally, working with the CX Business Systems Analyst and CX Operations.
Requirements:
- 3+ years in Customer Experience or Customer Success Operations, Systems Administration, or Revenue Operations.
- Deep, hands-on expertise across Gainsight, including Rules Engine, Data Designer, C360/R360, Scorecards, and health scoring.
- Solid understanding of Salesforce data models and the Gainsight and Salesforce integration.
- Proven ability to translate shaped requirements into scalable system configuration.
- Strong analytical and problem-solving skills.
- Clear communicator who partners effectively across teams.
Nice to have:
- Gainsight NXT Administrator certification.
- Experience setting up and managing Staircase AI integrations.
- Experience with Snowflake and SQL.
What we offer:
- Competitive compensation.
- Retirement and Employee Stock Purchase Plans.
- Flexible paid time off.
- Comprehensive benefit plans.
- Family services.
- Professional development.
- Curated in-office employee experience.
- Opportunities to give back to the community.
- Employee Resource Groups.