About Invoca:
Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 300 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.
About the Team:
As a customer operations team, we help to drive process improvements and operational efficiency to enable Invoca to continue to provide a best-in-class customer experience.
About the Role:
As a Gainsight Administrator, you will be responsible for Gainsight planning, configuration, training, reporting, and ongoing support for the Gainsight platform. You will be the lead resource managing requests, troubleshooting, and driving the advancement and adoption of Gainsight. This is a collaborative role that requires tight coordination with customer success, operations, and development teams to determine requirements and priorities, develop project plans, and drive Gainsight enhancement. This role reports to the Senior Manager of Customer Success and Experience Operations.
You Will:
- Responsible for optimization of architecture and configuration of Invoca’s Gainsight environment
- Monitor system performance, data integrity, and user activity to make recommendations and deploy continuous improvements
- Develop and maintain standardized reports and dashboards
- Partner with CS Leadership to collect and measure key performance metrics and assist with exec reporting
- Work cross-functionally with CS leadership, Sales/Account Management, Business systems, and other internal teams to standardize and streamline processes by tracking areas of opportunity in lifecycle stages such as onboarding, renewal, expansion, etc.
- Identify opportunities for process automation and optimization via Gainsight, with a focus on scalability and driving significant growth
- Collaborate with Customer Success Enablement on internal Gainsight training and best practices, and curate content and playbook development to allow the team to more efficiently and consistently deliver customer outcomes
- Serve as the frontline resource for internal end users to field questions, troubleshoot issues, and resolve problems
- Create and maintain in-depth platform documentation on system requirements, validation rules, process builder, automation, record types, workflows, triggers, and custom objects
- User adoption and continuous improvement to extract the maximum revenue from our investment in Gainsight
- Develop and implement lifecycle processes and metrics to support customer outcomes and business growth, assisting in defining appropriate touch points throughout the customer journey
You Have:
- Bachelor's degree (technical degree preferred) or equivalent experience
- Minimum of 3 years of Gainsight development/administration experience, Gainsight Administrator Certification is a plus
- Strong understanding of Salesforce from a user and technical perspective
- Understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
- Experience in providing end-user support and training
- Experience creating technical documentation that is accessible to all audiences
Salary, Benefits & Perks:
Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:
- Paid Time Off -Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees. We also offer 15 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
- Healthcare -Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your family.
- Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
- Stock options - All employees are invited to ownership in Invoca through stock options.
- Employee Assistance Program -Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program.
- Paid Family Leave -Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
- Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
- Sabbatical -We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
- Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
- Position Base Range -$70,000-$90,000 / plus bonus potential
- Please note, per Invoca's COVID-19 policy, depending on your vaccine verification status, you may be required to work only from home / remotely. At this time, travel and in-person meetings will require verification. This policy is regularly reviewed and subject to change at any time.
DEI Statement
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
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