CallMiner

Administration

• Serve as the primary administrator and subject matter expert for Gainsight
• Own Gainsight platform configuration, governance, enhancement planning, and roadmap development with Salesforce Administrators
• Configure and maintain Customer 360, Health Scores, Success Plans, CTAs, Rules Engine, Journey Orchestrator, Surveys, Timeline, reporting, and dashboards
• Lead the evolution of CallMiner's customer health and risk management framework
• Drive AI-enabled customer success capabilities, including AI Follow-Up and future automation initiatives
• Partner with Salesforce Administrators to align Salesforce and Gainsight
• Serve as a backup Salesforce administrator focused on Customer Success business processes
• Manage integrations, data synchronization, and customer lifecycle workflows
• Improve account ownership, customer segmentation, renewal tracking, expansion visibility, and customer health management
• Support retention, adoption, renewals, and customer outcomes initiatives
• Lead strategic initiatives involving Gainsight, Salesforce, and other business systems
• Manage projects from requirements gathering through deployment and adoption
• Facilitate stakeholder workshops and business process design sessions
• Coordinate internal teams, vendors, and implementation partners
• Create project plans, milestones, and communications
• Ensure successful testing, deployment, and user adoption of new functionality
• Develop executive dashboards and operational reporting
• Provide visibility into customer health, product adoption, renewal risk, expansion opportunities, customer engagement, and churn indicators
• Improve consistency of customer reporting across Gainsight, Salesforce, and other business systems
• Identify opportunities to automate manual Customer Success processes
• Drive efficiency improvements across onboarding, adoption, renewal, and expansion workflows
• Support the transformation of Customer Success processes through technology and automation
• Evaluate and implement capabilities that improve customer outcomes and operational efficiency
• Create and maintain platform documentation, standards, and governance processes
• Assist with user training and enablement programs
• Serve as escalation point for platform questions and support needs
• Promote best practices throughout Customer Success teams

Gainsight Administrator

Engineer

• Take defined customer use cases from nothing to working, production-grade systems inside customer environments
• Translate business problems into technical architectures fitting customer processes, constraints and systems
• Design, build and iterate the first working agent end to end for production
• Build custom extensions, integrations, services and tooling to close product gaps
• Own systems of record, contact channels, data flows and telephony paths for voice deployments
• Define workflow-specific tests and iterate against real traffic to improve performance metrics
• Deploy alongside customer engineers, monitor agreed KPIs, tune systems and remain accountable after go-live
• Capture reusable implementation patterns and feed recurring patterns into the core product
• Collaborate daily with customer engineers and executives, mostly online, as one delivery unit
• Work in a global function with teams in EMEA and North America

Forward Deployed Engineer

Marketing Operations

• Build, test, launch, and optimize email, nurture, and event campaigns in Marketo
• Leverage automation and AI tools to improve campaign efficiency, personalization, and performance
• Manage the marketing calendar and Kanban board
• Coordinate priorities, timelines, and stakeholder communications
• Build and optimize smart lists, audience segments, list imports, and targeting strategies
• Monitor campaign health and ensure deliverability best practices
• Perform quality assurance and resolve campaign, tracking, and data issues
• Create and maintain reusable templates, landing pages, and program frameworks
• Analyze campaign performance and identify optimization opportunities
• Ensure compliance with email marketing regulations and best practices

Marketing Automation Manager

Support Engineer

• Own and troubleshoot customer-reported technical issues from initial triage through resolution
• Investigate problems across applications, APIs, integrations, databases, infrastructure and telephony using logs, monitoring tools, queries and other data
• Reproduce issues and distinguish configuration, integration, infrastructure, customer-side and product problems
• Support conversation flows, agent configuration, API and backend integrations, telephony and connectivity
• Support conversation intelligence and analytics, including data ingestion, capture, transcription, search, scoring, redaction, dashboards and reporting
• Troubleshoot voice and telephony issues using SIP signaling, application logs and system logs
• Work directly with Engineering and other technical teams on complex problems and production incidents
• Communicate findings to customers and internal teams and contribute to documentation and support-process improvements
• Participate in after-hours and on-call rotation as needed, responding to paging alerts and critical production issues outside standard business hours

Gainsight Administrator

Forward Deployed Engineer

Marketing Automation Manager

Technical Support Engineer