Gainsight/ Salesforce Administrator

Key Responsibilities Gainsight & Staircase Administration (Run the Business)

● Manage complex data permissions and sharing policies to ensure internal users and external vendor teams maintain appropriate visibility into accounts, dashboards, and Success Plans.

● Troubleshoot and resolve user access issues, ensuring seamless navigation within Gainsight Cockpit and C360 views.

● Provision administrative access and manage user permission sets across Gainsight and Staircase, enabling team leaders to utilize advanced analytical features like the Staircase Feedback Report.

● Investigate and resolve operational bugs, such as CTA/Slack validation errors and discrepancies in Salesforce data syncing. Enhancements & Configuration

● Design, build, and optimize Journey Orchestrator (JO) programs to automate targeted customer communications.

● Create and manage advanced Rules, CTAs, and role-based Playbooks with specialized SLA task routing and automated email follow-ups.

● Customize C360 account landing pages and build automated usage reports to track feature engagement and team adoption metrics.

● Configure and maintain dynamic Success Plan templates to track critical account milestones and objectives. Integrations & Architecture

● Manage data ingestion pipelines and mapping configurations for Staircase AI, ensuring critical fields (e.g., financial status, customer tenure buckets, and milestone dates) are continuously synchronized and available as selectable columns in the UI.

● Troubleshoot and optimize data sync processes between Salesforce and Gainsight, ensuring core objects (like Opportunities) are accurately reflected in reporting.

● Support automated mobile messaging initiatives by configuring outbound HTTP API requests, managing authorization headers, and constructing strict JSON payloads for external endpoints.

Required Qualifications

● Gainsight Administrator Certification (Level 3) is required.

● Salesforce Administrator Certification is required.

● Proven experience as a Systems Administrator or Systems Engineer with a deep specialization in Gainsight and Staircase administration.

● Expertise in core Gainsight functionality (Rules Engine, Journey Orchestrator, CTAs, Success Plans, and Data Management) and Staircase AI configuration (Feedback Reports, engagement metrics, and data syncs).

● Strong background in data architecture, specifically regarding integrations, opportunity objects, and data synchronization between Salesforce and external platforms.

● Experience configuring and testing outbound REST APIs and constructing JSON payloads.

● Ability to translate complex business requirements (such as MRR routing logic and vendor sharing policies) into scalable system configurations. Preferred Qualifications

● AWS Cloud Practitioner Certification (or equivalent proven background), with a solid understanding of interacting with AWS architecture and endpoints.

● Familiarity with CCaaS (Contact Center as a Service) platforms, specifically Amazon Connect architecture.

● Experience integrating communication tools like Slack with customer success.