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Gainsight Implementation Analyst

1 month ago

London, Greater London, United Kingdom Moody's Full time
Job Title: Gainsight Implementation Analyst

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions. We're taking action by hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers.

Job Summary:

This role will serve as a Gainsight Implementation Analyst and work within the Gainsight project team to design, implement, and maintain streamlined Gainsight solutions to enable a best-in-class customer experience for Moody's business groups.

Key Responsibilities:
  • Configure, deploy, and administer the Gainsight platform (User Administration, Reports, Dashboards, Rules, CTAs, Journey Orchestrations, Health Score, Integrations, etc.)
  • Design and write specifications for new features and/or new releases according to business/client requirements. Act as a liaison with internal teams to ensure understanding of the design requirements.
  • Align with business stakeholders to understand existing workflows and develop strategies for improvement
  • Work with business stakeholders to gather requirements and recommend solutions both technical and procedural
  • Establish and manage relationships with stakeholders to level-set expectations and standardize strategies across product groups
  • Ensure integrity of data relevant to Customer Success workflows.
  • Author thorough, detailed, high-quality documentation of all aspects of the systems in question, including business requirements, use cases, and Business System Concept documents.
  • Work with the Gainsight client team to fix and escalate ongoing issues
  • Serve as a frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems.
  • May train on the technical and analytical aspects of the product.
  • Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
Qualifications:
  • Bachelor's degree (or equivalent) in a related field required
  • 2+ years Gainsight CS implementation experience
  • Gainsight Certified Administrator preferred
  • Experience with Relationships and Gainsight NXT strongly preferred
  • System/business analysis experience in an agile development environment
  • Understanding of common data modeling concepts and technologies. (Database design, object orientation, etc.)
  • Excellent verbal and written communication is required, as well as strong organizational skills that help lead to predictable deliverables and clear expectation management with stakeholders
  • Passion for creating a frictionless end user experience
  • Familiarity with SaaS contract concepts and/or structures, SaaS metrics
  • Familiarity with Salesforce CRM platform
  • Strong organizational skills, attention to detail and the ability to manage multiple projects with tight deadlines
  • Strong analysis/quantitative skills and the ability to translate analysis into actionable tasks
  • Proven ability to work creatively and analytically in a problem-solving scenario
  • Ability to manage and influence stakeholders
  • Exposure and skills to work with key productivity tools – MS Office, SQL, Jira, Zoom, Slack etc

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.