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Job Overview

Overview

In this role, you will collaborate with respective leaders to deliver systems, tooling, and insights that drive an elite customer experience; The Service Operations Analyst will help drive the development and execution of our customer operations in conjunction with our overall go-to-market strategy and business objectives. This individual will be responsible for administering Gainsight, ensuring the effective management of customer data, and driving insights that support our revenue strategies. The ideal candidate has 3-5 years of professional experience, with a strong background in Gainsight administration and a passion for improving operational efficiency.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Gainsight Administration:

• Manage and maintain the Gainsight platform, ensuring data integrity and system functionality.

• Configure and customize Gainsight to meet the business's needs, including workflows, reports, dashboards, and integrations.

• Provide technical support and training to end-users, ensuring they can effectively utilize Gainsight for their needs.

• Monitor and troubleshoot any issues with the Gainsight platform, working with Gainsight support as necessary.

Data Management and Analysis:

• Collect, analyze, and interpret customer data to identify trends, insights, and opportunities for revenue growth.

• Develop and maintain reports and dashboards that provide visibility into key revenue metrics and performance indicators.

• Collaborate with cross-functional teams to ensure data accuracy and consistency across systems.

Process Improvement:

• Identify and implement process improvements to streamline revenue operations and enhance overall efficiency.

• Work closely with sales, marketing, and customer success teams to align processes and ensure seamless handoffs.

• Develop and document standard operating procedures (SOPs) for revenue operations activities.

Project Management:

• Lead and participate in projects aimed at improving revenue operations and customer experience.

• Ensure projects are delivered on time, within scope, and with high-quality results

Qualifications

• 3-5 years of experience in operations, project management, technology, finance, or management consulting or related field

• Excellent communication and social skills; articulates thoughts and ideas clearly, concisely, and persuasively

• Extensive experience using quantitative/business intelligence tools

• Demonstrated business acumen and understanding of corporate operations

• Results orientated with a proven track record of flawless execution, high attention to detail and strong sense of urgency

• Strong project/program management experience to manage timelines and drive to outcomes

• Proven success in achieving results through others and being a strong team player

Preferred

• Prior experience utilizing SFDC and/or Tableau highly preferred

• Gainsight admin certification

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com .

Compensation and Benefits

Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits