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Looking to hire a Gainsight PX Admin to support your Product Led Growth/ Digital Success initiatives? Here is a job description for inspiration!

 

This provides an overview of responsibilities, requirements, and desired skills for that role. It emphasizes not only platform administration and program management but also an expertise in building engagements and digital materials.  

 

Do you have another example or ideas on what we should add? Let me know in the comments 👇

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Job Description

As a PX Admin you will be responsible for the administration, configuration, and maintenance of the Gainsight PX platform, a product analytics and user engagement tool. Your primary goal will be to optimize the usage of Gainsight PX to help drive data-driven decision-making and enhance the user experience. This role is  a critical resource to help us envision, launch, measure, and continuously improve our 1:Many efforts. You will also work closely with our digital programs team to create engagements that support retention, expansion, and advocacy across all customer segments.

What You'll Do

The Digital Customer Experience Designer will be your primary partner to execute and run our digital-led program. This includes developing ideas and alignment on plans, such as Product, Technical Communications, Product Marketing, and Customer Marketing. This is an opportunity to help trailblaze an innovative digital-led program and build rich cross-functional relationships.

You’ll also work with other stakeholders, such as product management and engineering, to configure Gainsight PX according to business requirements. Customize event tracking, user segmentation, and other features to capture relevant product usage data.

  • Data Analysis and Insights: Leverage Gainsight PX analytics capabilities to gather, analyze, and present actionable insights on user behavior, product adoption, and feature usage. Identify trends, patterns, and opportunities to improve user engagement and drive product enhancements.
  • Collaboration and Integration: Collaborate with product managers, developers, and other stakeholders to integrate Gainsight PX with other systems, such as CS platforms or CRMs.  Ensure smooth data flow and synchronization between Gainsight PX and other tools.
  • User Onboarding and Training: Develop and deliver training materials and resources to educate internal stakeholders on Gainsight PX functionality, best practices, and data interpretation. Provide guidance and support to users, addressing their questions and troubleshooting issues.
  • Change Management Foundations: Establish and implement change management foundations to facilitate the successful adoption and utilization of Gainsight PX within the organization. Develop communication plans, training strategies, and user engagement initiatives to drive awareness and acceptance of the platform.
  • Partner with leader(s) of digital-led strategy and Digital Customer Experience Designer to help craft strategy and design of 1:Many programming across all products.
    • Maintain an understanding of the greatest pain points that we’re trying to address, such as: product areas with low adoption, ‘sticky’ workflows that more customers should adopt, inefficient workflows, and motions that can be automated
  • Build PX in-app engagement adoption campaigns
    • Partner with teams who may be able to assist with creating messaging and building the programs, such as Customer Marketing and CSA.
  • For each program, measure impact and learning goals, and monitor and measure activity to iterate towards more successful engagements.
  • Identify and propose opportunities for us to drive greater maturity of Gainsight PX and 1:Many in general.
  • Assist CS leadership with designing and building PX engagements that suit their goals, and thus support customers across their lifecycle. Partner with your manager to balance prioritization of these requests, and to create and communicate your roadmap.

Required skills 

What We're Looking For

Required

  • Strong written and verbal communication
  • Knowledge of digital adoption and/or analysis tools: Gainsight PX, Pendo, Walkme, Amplitude, Heap, etc.
  • Experience designing and creating digital assets that are visually appealing and engaging
  • Project management skills; ability to execute on key milestones and deliverables in a timely manner
  • Basic knowledge of user and customer journeys
  • Effective problem-solving; resourcefulness
  • Highly organized; responsive to the needs of your customers and team 
  • Brings a learning mindset; coachable
  • Ability to build relationships
  • Comfortable with basic data analysis, PowerPoint, Excel, Google Slides, and and Google Sheets

Ideal

  • Experience with Gainsight PX 
  • Knowledge of Gainsight PX best practices and principles of product-led growth
  • Experience with HTML / CSS
  • CS domain knowledge, inclusive of the customer journey
  • Technical copywriting experience, especially microcopy
  • Basic video editing 

 

@bostonjillian anything to add?

This is an interesting read for sure! I think the ongoing discussion of “who owns PX” in an vital one. The ideal scenario would be this one, where there is a singular person to implement and maintain the tool. The PX admin is the glue to unite internal teams together and has many touch points across product, engineering, marketing, support, customer success, etc. to name a few.
This is where I know UX skills are 100% necessary. Some of the high level skills listed above are on the right track, but are missing the UX nuance. I would add something about designing engagements that follow guidelines for accessibility, user research, testing experience, and some front end CSS understanding. 

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