The SABA (SaaS Acceleration Business Applications) Gainsight team is focused on acceleration of its WW SaaS portfolio’s adoption of Gainsight Client Success tool. The team owns the deployment, configuration and maintenance of Gainsight across approximately 300 IBM offerings for all XaaS Units and possibly extending to the On Prem offerings in 2020. (www.gainsight.com).
Gainsight is a mission critical platform that enables our Client Success managers to drive adoption of IBMs XaaS portfolio to our clients and manage and track client health - directly impacting IBM's key strategic initiatives in XaaS.
Your Role and Responsibilities
As Senior Gainsight Solution Architect you will:
Join the SABA Gainsight Features, Value & Adoption team to build, document, deploy and maintain global scalable features and Support GS Admins building out Unit specific workflows to drive maximum Value and adoption to Gainsight.
Own the Gainsight platform maturity and process development for 1 or more IBM Business Units to maximize their value from the platform.
Maintain appropriate documentation (eg. Wiki, website content, etc.) to improve user experience and efficiency.
Setup new offering dashboards, initially with “Quickstart”setup and with any offering specific dashboards, CTAs, Playbooks, etc., as required.
Project manage Gainsight offering onboardings, working closely with Gainsight staff as appropriate.
Communicate with Client Success Unit leaders, Gainsight Administrators and users on new requirements and lessons learned across the portfolio.
Provide tracking and reporting on projects and progress as needed for stakeholder and iteration reviews.
Develop and deliver reports and analysis as needed across Business Units, Geographies and roles.
Required Technical and Professional Expertise
Preferred Technical and Professional Expertise
SalesForce Administration Experience is beneficial.
Database management experience would be beneficial.
Ability to manage multiple projects.
Previous experience as a Client Success Manager would be beneficial.
About Business Unit
At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.
Your Life @ IBM
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.