Gainsight Operations Analyst

About the role

Drive Growth as our Next Gainsight Operations Analyst (AECO)! Are you ready to revolutionize how tens of thousands of customers experience SaaS? Our Gainsight CS instance is fully implemented and operational, and we are now transitioning from foundational setup to high-velocity optimization. We are seeking a strategic, hands-on Gainsight SME to manage the platform on a daily basis with a heavy emphasis on digital scale, cross-product integration, and data democratization.

What Makes This Role Great

In this role, you are stepping in at a pivotal moment to transition our Gainsight instance from its initial launch to a high-velocity optimization phase. As the lead architect of our digital engagement strategy, you will have the autonomy to integrate CS, PX, and CC into a single powerhouse ecosystem. By bridging the gap between Gainsight data and Snowflake BI, you will directly shape the automated journeys that define the future of the Trimble Construction One customer experience.

Key Exciting Responsibilities

• Arcitect Digital Journeys: Serve as our SME for the Journey Orchestrator by designing and launching high impact automated workflows that drive our digital first CS strategy for long tail customers.
• Sync the Ecosystems: Lead the technical integration of Gainsight CC and PX into CS to ensure product usage and community data flow seamlessly to create a unified view of the customer.
• Data Democratization: Manage the data pipeline from Gainsight to Snowflake by bridging the gap between CS insights and BI tools like Domo or Tableau to power executive level reporting.
• Lead the VoC Strategy: Own the implementation and management of global Surveys within Gainsight to turn customer feedback into actionable health scores and playbooks.
• Drive Platform Evolution: Transition our instance from initial setup to a high performance engine by managing daily configurations, Rules Engine logic, and reporting dashboards.
• Lead Strategic Projects: Act as the platform gatekeeper by balancing stakeholder demands and prioritizing the highest impact enhancements to ensure Gainsight CS evolves with the business.

Essential Skills & Experience

• 5+ years of dedicated experience in Gainsight administration and system configuration.
• Strong understanding of customer journey mapping and digital engagement strategies within a SaaS environment.
• Highly organized and self-directed, with a proven ability to prioritize tasks in a fast-paced, goal-oriented environment.
• Solid grasp of data management principles, including familiarity with SQL, APIs, and system integrations.
• Proven track record of managing a Gainsight CS instance with specific mastery of Journey Orchestrator and the Rules Engine.
• Hands-on experience connecting Gainsight PX and CC to a central CS instance to trigger behavior based automation.
• Experience in Snowflake and SQL plus experienced in exporting Gainsight data into BI environments like Domo or Tableau.
• Deep knowledge of implementing NPS, CSAT, and relational surveys directly within the Gainsight platform.
• Strong project management skills with the ability to manage a complex backlog and deliver results in a fast paced environment.
• Background in Digital Success or Scale CS with the knowledge of how to use automation to provide a personalized experience to a massive long tail customer base.

Bonus Points For

• Gainsight Administrator Certification.
• Proficiency in Salesforce and G-Suite.
• Experience within the construction or AECO technology sector.

Logistics

• Location: Atlanta, GA or Westminster, CO (in-office).
• Travel Requirement: 10%.

Pay and Benefits

Gainsight, Customer Success Operations, SaaS, Gainsight Administrator, Digital Success, Customer Journey, Salesforce, Data Analytics, AECO, Construction Technology
Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
Hiring Range $85,900.00–$118,100.00 Pay Rate Type Salary
Bonus Eligible? Yes
Commission Eligible? No
Benefits: Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.