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josh_494f78
josh_494f78
Contributor ⭐️⭐️
September 27, 2018
Question

Gainsight Admin Workload - at what point is it a full time job?

  • September 27, 2018
  • 12 replies
  • 426 views
Hello!

My organization is mid-rollout for Gainsight and I am starting to plan forward for its ongoing operations. I am wondering if it makes sense to hire a full-time Gainsight admin. Those I've spoken to so far have indicated that it is common to have one admin fulfill both roles, especially for smaller organizations. In our case we would initially have an experienced SFDC admin picking up Gainsight.

Does anyone have an opinion on what the workload is for ongoing operations? Or alternatively, at what number of users is it worth having the role separated out? Some variables to consider are:

- Number of Gainsight users
- Number of Salesforce users
- Multiple geographic locations
- Multiple functions
- Eventually using automation in Gainsight, but limited automation initially

I found this post regarding combining it w/ an SFDC role, but it did not address company size or user base:

https://community.gainsight.com/gainsight/topics/is-it-feasible-to-be-both-a-salesforce-admin-and-ga...

Would appreciate any thoughts or advice!

Josh

      12 replies

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      jean.nairon
      jean.nairon
      Expert ⭐️
      July 26, 2020

      I agree. I think there are a couple key factors that will force a company to have a full-time admin: number of users, number of cross-functional teams using Gainsight, etc). These factors for me tend to be about what will it take to keep Gainsight running smoothly. In my mind, this is a very reactionary position on wether you should have an admin. 

      What I have found most successful for companies who are using Gainsight is to think much more proactively about what you want to build in Gainsight. Typically the first implementation of Gainsight just get’s the party started. The more you can think about what processes you want to automate and how you can improve customer adoption/expansions/renewals, you will get way more out of Gainsight. 

      If you’re a company of 50 users and are thinking, I probably just need 50% of an admin to address bugs and make some improvements to the tool from time to time, I would suggest you’re looking at it wrong. Instead, I would think about do I have budget for 1-2 admins, and if I had time, what kind of pipeline of changes could we put together that would drive significant impact in my business. I find most companies are not thinking big enough about future possibilities versus just keeping the lights on. 

      Jean
        cnichols
        cnichols
        Helper ⭐️
        September 18, 2020

        Hi All, 

        I am seeing the need for additional admins in our organization. We are currently about 1.25 FTE’s dedicated to Gainsight. One of our biggest challenges is having multiple hats therefore taking a significant amount of time away from our daily roles (less focus on Gainsight). 

        I would also look at what the future development pipeline is as well as the complexity of your data - we underestimated the complexity of our data and what’s necessary to accomplish our goals. This has required additional rules to be built, more testing, etc. 

        Finally, from an operational perspective, we hit the tipping point at around 75 users - this has caused an increase of support tickets for our end users. 

        Also note, that we are getting a lot of departments asking to use Gainsight! We have 9 or 10 different groups looking to utilize Gainsight and 5 actively in Gainsight.

        Hope this sheds light on our experience and can provide ideas for your resourcing needs! 

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