Gainsight Administrator
Braze · San Francisco
About this role
## Gainsight Administrator ### About the role Braze’s Business Systems team builds and operates the internal platforms that power the Customer Experience (CX) organization. Gainsight is the system of record for 200+ users, and the platform is expanding to support additional CX teams. As the **Gainsight Administrator**, you’ll be the hands-on technical execution layer—partnering with the CX Business Systems Analyst to turn CX strategy into scalable, well-governed system configuration. ### What you’ll do - **Administer and maintain Gainsight**: Serve as the hands-on technical administrator for configuration standards, data integrity, and user/permission management for internal and external users; maintain admin documentation to keep the platform scalable and reliable for 200+ users. - **Configure and solution**: Design, build, and maintain **C360/R360 layouts**, **Scorecards and health models**, **CTAs**, **Playbooks**, and **Success Plans** that operationalize CX engagement models. - **Automate workflows**: Build and maintain **Rules Engine jobs**, scheduled runs, and **Journey Orchestrator** programs; troubleshoot rule and data-load failures to keep automated health, lifecycle, and outreach workflows accurate. - **Configure and maintain AI features**: Set up and tune Gainsight AI capabilities (e.g., **Copilot prompts** and **Key Definitions**) and **Skills** that guide Claude’s use of the Gainsight MCP, keeping everything aligned as new builds and enhancements roll out. - **Report and visualize**: Develop and maintain dashboards and reports for leadership, managers, and end users across health, adoption, usage, renewals, and sentiment—ensuring accuracy and actionability. Also report on internal Gainsight adoption and engagement to inform enablement and platform improvements. - **Manage data and integrations**: Use **Data Designer** and **Rules** to ingest, transform, and merge data for reporting and automations; partner with Salesforce admins and Data teams on Gainsight integrations with **Salesforce** and **Snowflake**.
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