• Salesforce Administrator - Business Operations

    Location US-NJ-Mahwah
    Job ID
    1-42867
    Category
    Consulting - Consulting
    Pos. Type
    Full Time
  • Company Overview

    Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

     

    Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

    Job Summary

    Description: Requiring an experienced Gainsight (GS) administrator to assist in building, then mature a new platform.  Will work closely with CS&BO office,  CSMs, BU owners, various teams, and extremely closely with Customer Success leadership to usher in the new era of customer success management tools and Customer Experience initiatives

    Responsibilities

    • Provide administration of the Gainsight platform, implementing and maintaining the technical portion of current and future customer success programs
    • Provide/assist with structured onboarding, training content, and services pertaining to technical and tactical solutions.
    • Design and maintain the end-to-end workflows in SFDC and Gainsight
    • Configure and deploy Gainsight reports and dashboards to various levels of the business
    • Maintenance and Support
    • Manage user accounts, groups and security settings in Gainsight
    • Make recommendations to improve efficiencies through development and adoption of standard methodologies and standardized procedures
    • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
    • Helps prepare the Customer Success team to roll out additional processes or functionality.
    • Provides day-to-day end user support to all levels of the organization

    Qualifications

    • Bachelors or equivalent experience
    • Business-Specific
      • Understanding of and experience within a Customer Success team
      • Demonstrable ability to work multi-functionally to understand business requirements and translate them to effective use of applications
    • Application/Technical
      • Previous Gainsight Admin experience (REQUIRED)
      • Recommended one (1) year of Salesforce.com configuration and administration
      • Strong Salesforce user, administrative, configuration and reporting skills
      • Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)

    Preferences

    • Gainsight certification
    • You will bring previous sales operations or a business operations role
    • An affinity for technology, data and process
    • You have experience with reviewing and understanding data used to build dashboards and reports
    • Project management and task organization skills
    • Excellence in providing end user support
    • You have exceptional communication skills
    • You excel with working in a team environment

    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

     

    Nuance Communications, Inc. (“Nuance”) is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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