Job Description

Who we're looking for

We are looking for a dynamic Senior Gainsight Business Systems Analyst who thrives in a collaborative, fast-paced and fun environment. This individual will partner closely with our Go-To-Market Operations and Customer Success teams and lead key initiatives for the organization from discovery to implementation. To succeed in this role, you should be a hard-working and experienced analyst with a strong Gainsight background and a proven track record of successfully implementing SaaS solutions.

What you'll be doing

• Work closely with the Customer Success team and lead requirements gathering, solution design, and implementation of major projects on the Gainsight platform integrated with Salesforce.

• Support projects to migrate customer records from legacy customer success tools to our Gainsight instance.

• Work cross-functionally with a global team of technical developers, IT application owners and business partners from across the company.

• Use a combination of standard functionality and custom development to solve business problems.

• Ensure accurate testing on all solutions before deployment, including facilitation of User Acceptance Testing with business partners.

What you bring to the role

Basic Qualifications:

• 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 Administrator Certification(s):

  • Gainsight NXT Associate Admin Certificate

  • Topic-Specific Certificates

  • Gainsight NXT Admin Certificate

• Consistent track record of having implemented and supported enterprise class solutions on the Gainsight and Salesforce.com platforms - including requirements gathering, system design, configuration / development, testing & UAT, and production cutover.

• Experience managing systems to support enterprise sales organizations.

• Experience as end-user of a CRM, customer support system, or marketing automation system

• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software

• Experience working in customer success, or equivalent understanding of key customer success

• principles

• Proficiency with DataLoader, Workbench.io, and MS Excel for data manipulation.

• Experience working in cross-functional teams

• Self-starter, demonstrating leadership of owned projects

• Polished presenter and self-starter who can communicate effectively to a diverse audience of business and technical partners.

• Problem solver with a systems mindset

• Excellent written and verbal communication and presentation skills

Preferred Qualifications:

• Gainsight experience as end-user

• Gainsight administration experience, or Gainsight Associate Administrator (Level 1) Certification

• CRM administration experience or certification: Salesforce Administrator Certification (ADM 201) and/or Salesforce Advanced Administrator Certification

• Experience with Salesforce CPQ or a similar CPQ system

• Customer-facing experience, especially as a Customer Success Manager

• 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, data modeling, and database management

• Experience with Software-as-a-Service (SaaS) based selling models a plus

• Jira / Confluence experience a plus

• Experience with Slack and Google Workspace tools

Where We Work

Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.