Vonage Mission

We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.

Why this role matters

The Vonage API Group is looking for a Data Analyst + Administrator to support our Gainsight + Salesforce Administrator needs. 

In this role you will support the API sales team's ultimate goal of leveraging data to drive engagement, reduce churn and identify new sales opportunities.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...

What you'll do

Throughout all phases, the Admin owns the API instance of Gainsight: 

  • Implementation
    • Responsible for the architecture and configuration of their environment
    • Coordinate internally to help identify the sources, metrics, frequency, and granularity of their data
    • Configure and deploy Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
    • Manage and integrate any legacy Gainsight instances into a unified platform
    • Produce reporting and dashboards based on stakeholder requirements
  • Business Processes
    • Partner with cross functional departments to learn business needs and how it may impact Gainsight and Salesforce
    • Identify, create and publish all Gainsight processes 
    • Support business strategy development for the services teams and manage mapping, documenting and implementing CS processes
    • Help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects your customer data.
    • Develop a keen understanding of your organization’s sources of risk (of churn) as well as positive trends.
    • Design business rules that analyze your customer data, and trigger actions for the customer success team to proactively engage with customers
    • Documentation of key functionality implements
  • Maintenance and Support
    • Manage user accounts, groups and security settings in Gainsight and Salesforce
    • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
    • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
    • Helps prepare the Customer Success team to roll out additional processes or functionality.
    • Provides day-to-day end user support to all levels of the organization
    • Management and refinement of rules and data sets
    • Design and maintenance of customer journey workflows and outreaches
    • Support in producing collateral for and delivering internal user training

Throughout all phases, the Admin supports the teams use of Salesforce: 

Implementation

  • Responsible for building custom reports, dashboards and workflows 
  • Partner with BI and data analysis teams to ensure data accuracy 


Throughout all phases, the Admin supports the Teams use of Tableau, SQL, Snowflake (with direction from the BI and Sales Operations Team)

What you'll bring

  • BS or BA preferred 
  • Data obsessed 
  • Takes high degree of ownership over their work - proactive, creative, highly detail orientated and comfortable being self sufficient
  • Business-Specific
    • Understanding of Customer Success Management a plus
    • Previous software industry experience
    • Clear communicator with excellent written, verbal, and listening skills
    • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
    • Confidence in advocating for best practices
  • Application/Technical
    • Recommended one (1) year of Salesforce.com configuration and administration
    • Certified Gainsight Administrator 
    • Strong Salesforce user, administrative, configuration and reporting skills
    • Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions
    • Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
    • Background in basic HTML skills

What's required for application

  • Previous experience or familiarity with tools: Tableau, SQL, Snowflake
  • Previous sales operations or a business operations role
  • Customer Success or Account Manager with an affinity for technology, data and process
  • Familiar with reviewing and understanding data used to build dashboards and reports
  • Project management and task organization skills
  • Excellence in providing end user support

What's in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

 

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

 

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