Let’s get to know each other. Answer any of these questions!

Welcome to our new members @jeynreyn @htesar @julia_brell @ericchantry @Bridgett @cyjones @Wilder-Clari @Swetha L !

Please intro yourselves on this thread. We can’t wait to hear all about your admin journey  

Welcome to our new members @jason_metzler @jasonaugello @waynedilworth @dayn.johnson @ckeyes_bmc @Santhes 
Looking forward to hearing your inspirational admin journey story! 

My Gainsight Admin journey started at Pulse 2019 - I attended as a CSM with about a dozen of my colleagues and we were all on the same CSM track.   I had an IT background and had just come from building a CS process - so I really wanted to understand everything we were getting with our Gainsight purchase - I needed to understand under the hood.  So I snuck into every technical track that I could (there wasn’t really a blend of options like there is now).  Once I saw the JO flowcharts - I knew this Gainsight was something I could leverage to help our CS program to really get going - merging our customer journey with process to leverage the tool.  I was hooked.  Huge shout out to @keith_mattes who helped me in so many ways through that Pulse and the subsequent journey - not to mention so many admins and Gainsters who stepped in at the right time to help me on this path.  Looking forward to reading everyone else’s stories as well as participating here. 

My Gainsight Admin Journey started in 2020 and I joined a SaaS organization in the CS Operations team. I was brought in for my program management experience and to build CS capabilities using Gainsight. At the time I was not an Admin but worked very closely with the Admin and it seemed every day I was learning something new and just could not get myself out of the weeds of how it worked. Slowly I was granted more and more Admin privileges. My passion really lives in the Digital Success space I want to be able to support CSMs and drive greater efficiency as well as our customers, providing them the best service at scale possible. While I spend most of my time in email templates, JOs, and CTAs/Playbooks, I also work with reporting, dashboards, and rules engine when needed. 

Hi, my name is Jason Augello and I am an Associate Manager, Customer Success at NAVEX! Time outside of work is with my wife and almost 5 year old daughter, skateboarding, playing guitar, playing Dead Cells or other video games and reading!

To be fair off the bat, my Gainsight administrative role is a limited one in which I don’t have full permissions. However, my journey into lite administrative duties started in 2022 when I became a Team Manager over a group of scaled CSMs and our digital communication strategy. What inspired me to take on this role was the fact that I was able to directly influence and impact a customer success program. I was promoted as a CSM and had some great ideas into operationalizing and scaling our efforts to ensure as CSMs, we can spend time where we needed to and less of the redundant tasks!

My favorite part of the admin journey is the digital journey aspect. I love the scalability and productivity it allows to reach all of our customers! I am very excited for the new email template as I believe that will be a game changer! I also love working on fine tuning the success plans that we deploy for our customers.

Glad to be here! I’d count myself as another limited Gainsight admin, as my usage of Gainsight is more focused in Journey Orchestrator than anywhere else at the moment. I’m an Email Campaign Specialist at Recorded Future, serving as part of our Digital Experience team. My overarching goal with Gainsight is to help scale our customer’s experience with our digital journey.

I’m responsible for creating and optimizing our JO programs (1x and recurring journeys), designing both the programs and email templates, while working with various internal teams (CS, training, events, community, etc.) to enable our customers and encourage growth, higher WAU, and better retention.

I came to this role in 2022 after a long background as a hybrid marketer (9+ years in multi-channel communications in the Thoroughbred horse industry), transitioned into email marketing in 2017 (both B2B and B2C, including roles at a conference-focused Oracle User Group company and at Rugs.com), and a brief stint in Change Management at Wells Fargo. I’ve been enjoying learning more about the different facets of Gainsight over the past year and a half, and have been learning even more since my involvement with the past two beta programs (for the Email Template Editor and the Advanced JO Program Builder).

I attended pulse in-person for the first time this spring, and am greatly looking forward to future conferences, as I get more involved in this community. I’m also currently working on obtaining my level 1 Admin certification so I can become more self-sufficient at my organization and less reliant on our ops team, and want to learn more about the Rules Engine and the Events Framework.

Welcoming some new folks into our tribe! 

@dwebster @laurencar13 @drdavis @pkibbey @penelope.caven 

We’d love to hear your admin journey story here! 

Hello all -  My name is Dawn Davis -CSM Coordinator, looking to change that to Gainsight Admin by the end of the year.  I am a very new to Gainsight.  We just started our first NPS survey via JO the end of September.  We like the results and all the options with all the reports and dashboards.  I appreciate the Gainsight support team- they have been awesome. Looking forward to learning more.

Newly Certified Admin .. currently interviewing for Admin/CSOps specific roles.

Started as “Partner Development” for early-stage tech startups, had Account Manager added to plate, then asked to organize Support and Renewals.

More recently, developing onboarding and training automation for “PLG” startups, and Community to enhance customer experience.

Essentially CSOps came along for the ride.

Now working to focus on CSOps professionally +GS.

Glad to help out!

g

Brand new GS admin here and relatively new to Ops, though not to the CS function. 

1. What inspired you to take up the admin career journey and when did you start it?

I started in my Ops role almost a year ago, after being a CSM for years and a scientist before that. Always had an ops brain, gravitating toward process and organization, herding cats, and I finally found my spot! 

2. What part of the admin journey keeps you hooked?

I get to use my experience as a former CSM to ask questions that help me develop meaningful process improvements.

3. What have you loved the most in your admin journey so far? 

Positive feedback from my CS team, they make me feel like a wizard. Also the support from my Ops team has been awesome as I dabble in Salesforce admin and took on the role of Gainsight admin late last year.

Welcome @anitat!

So glad to have you amongst us. 😊

Hello Community!  

I just started pursing my Gainsight Level 1 admin certification.  I am new to Gainsight.  Last year I left SAP after 32 years in various Customer Success, presales and consulting roles.  The last 20 years I held a number of CSM related positions including global CSM strategy as well as being a front line CSM for some of SAP’s largest and most complex customers.  

What inspired you to take up the admin career journey and when did you start it?

I am finding that being a Gainsight admin is a natural fit for both my CSM and consulting background.  My goal once I complete my Level 1 admin certification is to join a Gainsight implementation company.

What part of the admin journey keeps you hooked?

I get to combine my CSM knowledge and experience with a Best-In-Class solution to help customers improve their Customer Success function.

What have you loved the most in your admin journey so far? 

I am very early on in my journey, but I really like all the support that Gainsight provides new admins including the open office hours, a community, as well as extensive solution documentation.

Welcome ​@rsteinberg425 ⭐

Should you have any questions/learnings to share, feel free to use this group for support!

​@revathimenon Thank you for your warm welcome.  I am interested in connecting with a new admin to learn about how their first experiences were.  I want to hear about how their first days / months were, what types of activities that they were asked to do, how long it took (given that they were new to the admin role), and any other “lessons learned”.

Here is my contact information for whoever may be interested in having a conversation with me.  You can also reply to this post as well.

Thank you and all the best,

Rob Steinberg

rsteinberg@steinbergconsultancy.com

My LinkedIn Profile