We are looking for data-driven, customer-experience focused individual to join our Gainsight Operations team. Successful candidates will be able to turn data into actionable insights and help drive the usage of Gainsight to improve overall efficiency and customer experience.
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $99,700 - $132,900
Zone B: $89,700 - $119,600
Zone C: $82,700 - $110,300
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
What you will be doing:

• Help with architecture and configuration of Gainsight and data structures used to integrate Gainsight with other systems
• Work closely with other system administrators, data engineers, business analysts, and other business stakeholders on system architecture (including APIs and data connectors) that support the company's business and analytical needs
• Partner with cross-functional teams to learn their business needs and how they may impact core systems such as Salesforce and Gainsight
• Make recommendations to improve data governance and data integrations and implement those recommendations, following process best practices and standardized procedures
• Coordinate internally to help identify the sources, metrics, frequency, and granularity of data needed for effective and insightful business intelligence
• Investigate data queries and data integrity issues to ensure a high degree of confidence in the data represented in Gainsight
• Provide day-to-day end-user support to all levels of the organization including user provisioning and de-provisioning
• Ongoing analysis, development, and implementation of scalable and controlled processes, including the development of playbooks, calls to action, and overall usage of the software platform to ensure end users are operating at their highest productivity in supporting our customer base
• Help determine the most significant contributors to overall customer health and learn how to configure and develop customer health scores utilizing various data inputs
• Help develop reports and analyses by working with business stakeholders to understand their needs and then working independently to deliver data-driven business intelligence solutions

Here's what you will need to know/have:

• Bachelor's degree, or equivalent experience in computer science or other technical discipline
• 5+ years of experience working with technology/software companies in Operations or IT, preferably as an admin
• Proven success designing and building technical solutions, including creation of technical documentation - both post-build instructional documentation and pre-build explanations of how you've translated business requirements into prioritized technical requirements
• Understanding of data management principles, comfortable with SQL, adept at querying data, skilled at report writing and presenting findings
• Adept at blending data from multiple systems to create comprehensive, holistic views, and to translate complex data into consumable insights appropriate to the target audience
• Certified as a Gainsight Admin with 1+ years experience
  
  • Strong understanding of Rules Engine, Journey Orchestrator, Customer Objects and Customer Health design
• Proficiency in Salesforce Administration
• Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate information and data
• Ability to set and meet deadlines, manage competing priorities, and shift focus when necessary
• Experience with project management and agile methodologies