Pncpl Ops Analyst/Pncpl Sys Ad

06-Mar-2024

US Remote

9192BR

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

The Deltek Engagement Services team plays a key role in helping our customers maximize the value for their solutions. As a member of our team, you are the customer's advocate to help them find answers to their questions and support the renewal and growth of their business. If you thrive in a collaborative environment, where learning and development are encouraged, consider Deltek as the next step in your career.

Position Responsibilities

As a Gainsight Administrator, you will play a crucial role in driving value for our customers across the lifecycle and as a valuable partner on the Customer Success team. The Gainsight Administrator will have an ability to improve upon existing solutions and offer areas of optimization and improvements. The ideal candidate will have a strong foundational understanding and experience using Gainsight. We are looking for a candidate with experience using Relationships, Renewal Center and Gainsight PX as a Gainsight Administrator.

Solution Design:

• Configure, deploy and administer the Gainsight platform. This includes system configuration, user workflows, system integrations, dashboards and reporting.
• Collaborate with cross-functional end users and management to gather business requirements to drive business processes and reporting.
• Customer scorecard configuration using customer data (surveys, cases & usage data) and customer interactions to display customer health.

• Develop new business processes partnering with customer success leadership.
• Manage the rollout of new business processes to team.
• Design and configure business rules to support the desired business process of customer success leadership.
• Manage mapping and documentation of customer success processes.

• Owner of Gainsight case queue. Work to quickly resolve issues, questions and enhancement requests.
• Monitor system performance, data integrity and user activity. Make recommendations to drive continuous improvement of the Gainsight platform.
• Monitor Gainsight releases to identify opportunities to improve existing tools and processes when new features become available.
• Configure and deliver automated outreach using Journey Orchestrator.
• Operationalizing Gainsight PX usage data to trigger actions. This includes automated digital customer success outreaches along with call-to-actions for the CS organization.
• Administration of Renewal Center to drive internal forecasting and customer metrics.

Qualifications

• Previous Gainsight administration experience.
• Gainsight Level 3 Admin Certification
• Experience using Journey Orchestrator to automate Customer Success outreach programs.
• Experience using Renewal Center to drive internal reporting and forecasting.
• Experience operationalizing Gainsight PX data.
• Experience utilizing and administering the Relationship object in Gainsight.

Travel Requirements

No

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify is a registered trademark of the United States Department of Homeland Security.

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you ("Personal Data") to administer and evaluate your application. We are the "controller" of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.