Junior Gainsight Administrator

Position: Junior Gainsight Administrator

Location: Poland, homebased (preferred Location: close to Warsaw) or Spain, homebased (preferred Location: close to Madrid)

Languages: English, any other additional Language is a plus

About us

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.

About the Role

We are seeking a proactive and detail-oriented Junior Gainsight Administrator to join our team. In this role, you will be responsible for the day-to-day administration, configuration, and optimization of our new Gainsight platform to support our Academic and Government (A&G) Customer Success Team. The A&G Customer Success Team has over 100 customer success managers that are structured in regional teams (Americas, EMEA, APAC) with a central expert team. The A&G Customer Success Team work with our Academic and Government customers to ensure they get optimal value of Elsevier's solutions and help build trusted partnerships. You will work cross-functionally to ensure Gainsight is effectively leveraged to drive customer engagement, retention, and growth. After the successful implementation and optimization of Gainsight your responsibilities could grow into supporting other sales tools as well (e.g. Clari). In your day-to-day work you will be guided by the Sales Process and Tools Manager and work closely together with Systems Training Manager and other system-focussed colleagues. Your key stakeholders will be -amongst others- the A&G Customer Success Teams and A&G Customer Success Strategy and Operations.

Key Responsibilities:

System Set-up: 

• Help to configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations) in close collaboration with sales process and tools manager and others

• Collaborate with cross-functional end users -and guided by the Sales Process and Tools Manager and other stakeholders- to gather business requirements that impact Gainsight and configure the system to meet those needs (partnering with other technology and other teams as needed)

• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

System Management and Support

• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions

• Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform

• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies

• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

Qualifications:

• Education:  Bachelor's degree, or equivalent experience in a relevant field (e.g., technology, operations, business analysis, database administration)

• Experience:  1-3 years working experience as end-user of a CRM, customer support system, or marketing automation system

• Skills: Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software, strong technical skillsets

• Nice to have Certifications: Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification and/or CRM administration experience

Key Competencies:

• Customer-first mindset

• Problem solving with a systems mindset

• Process Improvement

• Analytical Thinking

• Communication and Collaboration

• Technical acumen

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Private medical insurance (Luxmed)

• Multisport card (Multisport)

• Life insurance (UNUM)

• Lunch card (Edenred)

• Employee Capital Plan (PPK) - with 3% participation rate by employer

• Trainings and development programs under RELX Group

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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