Operations and Analytics Specialist

Role Overview

• Help manage and improve Gainsight features like customer success plans, workflows, email programs, and health scores
• Keep data accurate by monitoring system integrations and resolving any issues
• Create and maintain dashboards and reports to track customer health, NPS, and renewals
• Support daily operations by handling tickets, troubleshooting issues, and testing updates
• Assist with customer communications and email campaigns
• Monitor integrations with Salesforce and Zendesk and help resolve any data issues
• Take ownership of the monthly reconciliation process to ensure all project and financial data is accurate
• Support day-to-day system administration, including user access, project setup, and resource planning
• Build reports and dashboards to track team performance, project health, and financials
• Maintain data quality through regular checks and updates
• Support and train users, and keep documentation up to date
• Work with the Business Analyst to turn business needs into clear tasks
• Collaborate with team members to share knowledge and improve processes
• Help maintain documentation and standard ways of working
• Proactively highlight risks or issues to keep everything running smoothly

Requirements

• 3–5 years of systems administration experience in a SaaS or tech environment
• Hands-on experience with Gainsight CS (workflows, health scores, email programs, dashboards) or with any similar platform
• Familiarity with Salesforce integrations, data syncing, and validation
• Proven ability to manage day-to-day operations across multiple systems independently
• Strong attention to detail, especially with data accuracy, and experience building business reports and dashboards
• Able to prioritize and manage multiple tasks with minimal supervision
• Clear written communication in English, including documenting processes and raising issues
• Collaborative and proactive, with a willingness to share knowledge and work across global team
• Nice to Have: Experience with Kantata or similar tools (like Mavenlink, FinancialForce, or Certinia)
• Exposure to month-end processes or data reconciliation
• Experience working with customer success or professional services teams.

Benefits

• Benefits at Ideagen