Enable America Jobs

The Customer Success Platform Administrator plays a crucial role in driving value for customers across the lifecycle, thanks to the workflows they configure as a member of the Customer Success team. The Customer Success Platform Administrator will collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They will translate these requirements into technical designs that they implement into our CRMs, primarily Gainsight, and its integrated partner Salesforce, while adhering to systems administration best practices. The role will then train team members and business partners to use the workflows they've set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on our Customer Success platforms to support business goals. Location: remote based position, can be based anywhere in US. About the Role: In this opportunity you will: Solution Design Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, end-to-end workflows, systems integrations) Maintain and support the Salesforce platform as designed Collaborate with cross-functional end users to gather business requirements that impact our CRM platforms, and configure the systems to meet those needs (partnering with other operations teams as needed) Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds Business Processes Develop new business processes in partnership with Customer Success leadership and cross-functional teams Manage the rollout of processes, in partnership with Customer Success Operations Manager Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers Help users to develop an understanding of contributors to customer health, sources of customer risk/churn, and positive trends Upkeep and Support Manage day-to-day support of 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 our platforms Maintain expertise in Gainsight, Salesforce 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 platforms About You: You're a fit for the role if you have: Bachelor's degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics) Gainsight and/or Salesforce administration experience Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software Experience working in customer success, or equivalent understanding of key customer success principles Demonstrated project management, business analysis, and problem-solving Experience working in cross-functional teams Self-starter, demonstrating leadership of owned projects Excellent written and verbal communication and presentation skills Strategic thinking and prioritization Problem solver with a systems mindset Preferred Additional Experience & Skills Gainsight and/or Salesforce experience as end-user CRM administration experience or certification Experience interacting with senior leadership and managers Experience in operations for customer success, sales, support, services, or marketing Experience in data analysis, business intelligence, and design of reports and dashboards Understanding of data structures, d ta modeling, and database management What's in it for you! You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected. Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing. Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more. Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking. Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact. Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. Compensation: Base salary and a variable compensation that is directly related to your success #LI-TK1 In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the... For full info follow application link. As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.