Solutions Architect

United States(flexible)
Main Location
Redwood City, CA, United States
Open jobs

Gainsight™ is a venture-backed, fast growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customers relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform of choice for many leading companies like Box, Adobe and Workday. The company has been recognized as one of the top 100 private cloud companies in the world by Forbes, one of the fastest growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. The company has offices in California, Phoenix, St. Louis, London and India.

With diversity and inclusion at the forefront of Gainsight’s core values, we promote a culture that celebrates diversity and inclusiveness at Gainsight, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Job Description

This role will be remote in the US

As a Solutions Architect, you will work closely with existing clients to ensure their usage of Gainsight follows best practices, maximizes adoption, and plans for scalability. You’ll be a key technical and business advisor responsible for expanding the depth and breadth of Gainsight with your customers to ensure long-term success.  From a business standpoint you’ll help clients define and implement best practices around Customer Success solutions – outlined in the Gainsight Elements of Customer Success. From a technical standpoint you’ll ensure their Gainsight instance is configured following best practices and reduces technical debt. This position requires a mixture of excellent project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable interacting with customers at all levels, leading teams, and driving functional workstreams.

Success will be measured by customer’s Gainsight product usage and adoption, and customer renewal and expansion. 

What You'll Do 

  • Assist existing customers with enhancing or expanding their current implementation of Gainsight
  • Lead business and technical design workshops around our customers’ Customer Success processes and create scalable, sustainable solutions following Gainsight best practices
  • Responsible for ensuring scalability of solutions and reducing customer technical debt
  • Monitor product adoption, customer habits, and configuration iterations
  • Plan and lead projects to expand Gainsight into Customer’s organization
  • Strategically configure, test, document, and educate Customer on system design to ensure long term success.
  • Integrate Customer data sources - ensure visibility into data and design/implement automation where possible using said data
  • Recommend architecture, integration and data manipulation using Gainsight tools and logic (S3, API, Gainsight Rules Engine)

Required skills 

What We're Looking For

  • Hands-on 2+ years of recent Professional Services/Enterprise Product Implementation experience is required, SaaS experience is preferred
  • Strong technical skills are required. Proficiency in multiple technical areas is required such as CRM, databases, data integration processes, Salesforce.com
  • Excellent interpersonal and presentation skills with strong verbal and written communication
  • Ability to work and stay connected with various internal and external cross-functional teams
  • Ability to multi-task in a high-volume work environment and meet multiple deadlines 

Additional Skills

  • Passion for Gainsight Values of Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friend
  • Thrive in a fast paced environment with ability to prioritize and multi-task
  • Resourcefulness, creativity and strategic thinking for troubleshooting problems
  • Self-motivated and directed; Fast learner
  • Strong English communication and documentation skills
  • Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
  • Strong attention to detail and documentation
  • Comfortable in supporting and working with global customers across many time zones 

Job Benefits

At Gainsight, we don't believe in doing things as a "means to an end." Life's too short to have anything short of a joyful work environment that we passionately believe in. We think that "work vs. life" is a false choice created by pundits, cynics and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.

Here are our 5 core values

  • Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust and giving back to each other and our community.
  • Success for All: We believe that success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives.
  • Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.
  • Shoshin:  We believe in a beginner’s mind.  Don’t surround yourself with people like you--diversity breeds creativity.  
  • Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness.  The solutions is think more, not doing more.

Why You’ll Love It Here 

  • Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!
  • Our Leadership: We offer the leading tech solution for driving Customer Success.
  • Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.
  • Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.
  • Our Impact: We help our customers make millions of dollars more per year.
  • Our Clients: Big companies like Box, Adobe, Marketo, and many others.
  • Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).
  • Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends
  • Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Health benefits include medical, dental, vision, short and long-term disability, life insurance, 401k after first quarter of employment, and flexible PTO.

Gainsight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pursuant to the San Francisco Fair Chance Ordinance, where applicable, we will consider for employment qualified applicants with arrest and conviction records.

 

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