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Senior Customer Success Systems Analyst…

Descripción

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company! Recorded Future is seeking a Senior Customer Success Systems Analyst (Gainsight) to manage the day-to-day administration, optimization, and execution of our Gainsight platform. As a member of the Global Services organization, you will be responsible for ensuring Gainsight effectively supports our Customer Success and Technical Account Management teams while maintaining alignment with our broader Customer Success technology strategy, working closely with other members of the Systems team. This role is ideal for someone who combines deep Gainsight expertise with strong operational execution, project management, and stakeholder communication skills. You'll partner closely with business leaders, analysts, Salesforce administrators, and the Customer Success Systems Team Lead to continuously improve how Gainsight drives customer outcomes. Please Note: This role requires working from the Recorded Future office in Boston, MA about 2 days per week What You'll Do: Platform Administration & Optimization Serve as an administrator of Gainsight, ensuring platform stability, scalability, and best practices. Configure, maintain, and optimize Gainsight objects, rules, reports, dashboards, journeys, success plans, and automations. Troubleshoot issues and resolve support tickets related to Gainsight functionality. Health Score Management Help to manage the ongoing administration and evolution of Gainsight Health Scores, working closely with the Team Lead for direction and guidance. Partner with business analysts and Customer Success leadership to monitor health score KPIs and effectiveness. Identify opportunities to improve scorecards, measures, weighting, and data inputs based on business outcomes. Execute enhancements and maintain documentation as the health score framework evolves. Call to Action (CTA) Management Manage and optimize CTA design, playbooks, and workflows. Monitor CTA performance metrics and adoption. Partner with stakeholders to identify process improvements and implement enhancements that improve Customer Success execution. Project Delivery & Continuous Improvement Lead and execute Gainsight enhancement projects from requirements through implementation. Translate business requirements into scalable platform solutions. Prioritize and manage multiple initiatives while maintaining high-quality execution. Maintain documentation, release planning, testing, and change management practices.