Gainsight Administrator, Customer Success Analyst

Udemy, San Francisco, California

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Duration: Full-Time

About Udemy Business

The Go To Market function is responsible for enabling our Customer Success and Sales teams to scale and grow revenue from our Japanese and Korean markets efficiently. Go To Market designs, manages, and tracks non-product experiences across the entire lifecycle, driving visibility, transparency, and accountability for revenue growth.  The problems we're solving are big: the rapidly changing business landscape is forcing people to upgrade their skills more frequently. Employees today seek and expect ongoing learning and development from their employer. Fueled by Udemy's unique and powerful content marketplace we are able to deliver on-demand and relevant learning content to organizations to close the skills gap.  We're hiring our first GainSight specific role within our rapidly growing Revenue Operations team. This team will be a mighty team with a big impact on how we drive revenue in Japan, Korea, China and beyond. 

About The Role 

As a Gainsight Adminstrator, you'll work toward implementing the platforms for our Customer Success business operations, including Gainsight and its integration with Salesforce.com.  Your goal will be to design, deploy, and optimize Gainsight to further reduce churn in our smallest ARR client segment. Additionally, you will operate and maintain Gainsight to support superior customer success across all customer segments.  You will collaborate with our other Gainisight administrator who is aligned to our Go To Market team. To be successful, you'll need to understand business requirements, translating them to effective solutions, and socializing those solutions among your colleagues and business partners.

Our new Gainsight Administrator will be part of the Go to Market Team of Udemy’s New Ventures Team, working in partnership with Salesforce Administrators and Developers. You will utilize agile principles and the scrum framework to deliver high-quality build iterations within the tools we handle.

What You’ll Do:

  • Configure, deploy and administer Gainsight (including system configuration, reports, dashboards, and workflows) in partnership with the business needs identified by the organization.
  • Collaborate with internal teams and our external partners on the design of business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers.
  • Manage existing 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.
  • Monitor system performance, data integrity and user activity to make recommendations and deploy continuous improvements.
  • Serve as a frontline resource for internal end-users to field questions and resolve issues.
  • Configure Gainsight platform and integration with Salesforce.
  • Implement and maintain customer success programs.
  • Design and maintain the end-to-end workflows in SFDC and Gainsight.
  • Configure and deploy Gainsight reports and dashboards to various levels of the business.

We're excited about you because you have:

  • 2+ years Gainsight experience and certification
  • Project management and task organization skills
  • Understanding of data structures, data modeling, and database schema
  • Strong business and technical acumen
  • Proven business analysis skills
  • Bachelor's Degree or the equivalent experience
  • Customer-focused approach
  • Customer service attitude in providing support to end-users

Please note that visa sponsorship is not available for this position.

We're looking for bold and passionate people to be a part of our mission to create more perfect software. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.


About Udemy
We believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity,passion, and teamwork. We also celebrate our milestones and support each other every day.

Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. We will consider for employment qualified applicants with arrest and conviction records.

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About Udemy

Enriching lives Udemy is a global marketplace for learning and teaching online where students are mastering new skills and achieving their goals by learning from an extensive library of over 55,000 courses taught by expert instructors.

Want to learn more about Udemy? Visit Udemy's website.