Job ID 26-246Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers' journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level. We are committed to a candidate selection process and work environment that is inclusive and barrier free. To ensure candidates are assessed in a fair and equitable manner, accommodations will be provided to prospective employees in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Envision Yourself at Barracuda We're looking for a Gainsight Administrator (GSA) to join a growing team and support the organizational needs of our Customer Success group. This role collaborates with cross-functional business teams to lead and develop customer success strategies and craft the associated business requirements. These requirements are translated into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices.
Individuals will drive the adoption of our solutions while also optimizing our global customer success retention and growth efforts. The main internal partners for this role are the Customer Success and Onboarding teams and this role reports into the Director, Customer Success Operations. What you'll be working on:

• Act as the main administrator to optimize the Gainsight platform to enhance customer success initiatives
• Lead configuration, management and maintenance of Gainsight including rules, reports and dashboards, workflows and other configurable parts of the application for end users
• Collaborate with cross-functional teams to gather business requirements that impact Gainsight and the CRM, and configure the system to meet those needs (partnering with other operations teams as needed)
• Participate in integrating Gainsight with various systems, ensuring data accuracy and consistency
• Monitor and report on customer health scores, usage data, KPIs and success metrics
• Manage documentation and training materials for Gainsight processes and practices
• Provide technical support to team members and lead user training
• Proactively offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures for CS
• Collaborate on project management and planning activities, focusing on continuous improvement and implementation of new features within Gainsight
• Lead the rollout of new features and updates in Gainsight, sprint rollouts of new features
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies

What you bring to the role:

• 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)
• 5+ years of Customer Success or Operations experience
• Multiple years of experience as an end-user of a CRM, customer support system, or marketing automation system
• 5+ years experience working in customer success, or equivalent understanding of key customer success principles
• Excellent communications and Customer Service skills (active listening, written, oral, presentation)
• Exceptional analytical and problem-solving skills
• Self-motivated, proactive team player with innovative ideas
• Exceptional Time Management skills

Additional Experience & Skills

• Gainsight experience as end-user
• Gainsight administration experience, or Gainsight Associate Administrator (Level 3) Certification
• CRM administration experience or certification
• 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

What you'll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda. In addition, you will receive equity, in the form of non-qualifying options.

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