Customer Success Systems Administrator

Job Description

The Mission of the Customer Success Systems Administrator will be to drive the effectiveness and efficiency of our Customer Success team through effective implementation of tools such as Gainsight, Tableau, Salesforce etc. You will report into the Manager of Customer Operations and partner closely with Success Leadership & Sales Ops to fully understand & optimize our efficiency to provide real-time insights that allow us to quickly adjust our customer success strategy to better support our customers and improve retention.

How you will make a difference:

• Support business strategy development for the services teams and manage mapping, documenting and implementing customer success processes
• Responsible for effective architecture, configuration, and maintenance of Gainsight software for Success organization
• Execute tech touch points for CSMs and the Onboarding team along the customer journey, to drive optimal adoption and effectively scale the Success organization
• Develop and refine operational dashboards and proactively monitor KPIs to provide insights and actions to the team
• Proactively surface new ideas to improve business processes, operational systems and policies in order to help the business scale
• Optimize success/support operations by automating laborious internal success tasks/processes
• Provide day-to-day end user support to all levels of the organization with regards to customer success software

Who you are:

• Experience administering and/or configuring enterprise software solutions (Gainsight experience, sales operations/business operations experience and certified Salesforce admin preferred)
• Experience creating dynamic dashboarding system for customer success teams using systems such as Gainsight, Salesforce, and Tableau
• Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
• Proven ability to work cross-functionally to gather, analyze and organize data for meeting business requirements and translate them to effective software implementation
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Results oriented, attention to detail, ability to prioritize multiple objectives and projects
• Quick learner, curious and strong analytical skills
• Exceptional verbal and written communication skills to be able to communicate with customers, peers and management
• Enjoys digging into complex operations
• Takes a high degree of ownership over their work

Klaviyo is the world’s leading owned marketing platform known for accelerating revenue for online businesses using the channels they own like email, web, and mobile. Enabling companies to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. And unlike other marketing platforms, Klaviyo doesn’t force companies to compromise between advanced functionality or ease of use - so companies of all sizes are able to maximize their sales quickly. That’s why over 30,000+ innovative companies like Unilever, Custom Ink and Eventbrite sell more with Klaviyo. Apply for this job