The opportunity
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
What you'll do
Administer and maintain: Serve as the hands-on technical administrator for Gainsight, working alongside the CX Business Systems Analyst on configuration standards, data integrity, user and permission management for both internal and external users, and admin documentation, ensuring the platform remains 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, and troubleshoot rule and data-load failures so automated health, lifecycle, and outreach workflows stay accurate
Configure and maintain AI features: Set up and tune Gainsight's AI capabilities, such as Copilot prompts and Key Definitions, and the Skills that guide Claude’s use of the Gainsight MCP, keeping both 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, with accuracy and actionability, as well as reporting 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; and manage field mappings, schema changes, sync troubleshooting, and data quality and retention
What they're looking for
- Support security and compliance: Partner with IT, Security, and GRC on access controls, integration authentication, and security reviews for new connectors and AI capabilities, ensuring customer data is handled appropriately across internal and external users
- Deliver net-new build: Contribute hands-on to the Gainsight roadmap, including new health-scoring models, CTAs and playbooks, dashboards, data integrations, and AI capabilities that support new and existing CX use cases, and lead QA and UAT through to release
- Partner cross-functionally: Work with the CX Business Systems Analyst / Technical Project Manager team and CX Operations, who gather and shape requirements, and provide the hands-on-keyboard administration and execution to deliver them
- Run and support: Manage ongoing support and hypercare, monitor system performance, evaluate and apply new Gainsight platform releases, and maintain admin documentation, release logs, configuration inventories, and technical guidance for the platform
