Senior System Administrator

Title and Summary

Gainsight Administrator - Senior Specialist

Overview
The Mastercard Services team is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. Centered on data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs, Dynamic Yield personalization, business Test & Learn experimentation, and data-driven information and risk management services.

Main client verticals include Retail & Commerce, Financial Institutions, and Governmen
t.The Senior Specialist, Gainsight Administrator will serve as a technical steward and strategic business partner for Mastercard's Customer Success systems ecosystem. This role is responsible for maximizing the value of Gainsight by designing scalable solutions, automating critical customer success processes, enabling actionable insights, and enhancing the productivity of Customer Success teams globally. The ideal candidate combines deep Gainsight expertise with strong business acumen, stakeholder management skills, and a passion for creating exceptional user experiences that drive measurable customer and business outcome

Responsibilities
Overview
The Senior Specialist – Gainsight Administrator will build out our motions in support of CS teams across Mastercard Services. The role will partner closely with Customer Success global and regional teams, Product, Operations, Technology, Data Marketing, and Regional stakeholders to ensure the platform supports evolving business needs and drives operational excellen
ce.
• Co-own the day-to-day administration, configuration, governance, and optimization of the Gainsight platform across the Services organizati
on.
• Design, implement, and maintain scalable Gainsight capabilities including Success Plans, Scorecards, Cockpit workflows, Journey Orchestrator programs, Timeline, Dashboards, Rules Engine, Data Designer, and Reporti
ng.
• Partner with Customer Success leaders and practitioners to translate business requirements into practical, scalable platform solutions that improve effectiveness and customer outcom
es.
• Build and maintain automated workflows that reduce manual effort, improve process consistency, and increase productivity across Customer Success tea
ms.
• Develop and manage integrations between Gainsight and enterprise platforms including Salesforce, data warehouses, BI solutions, and other customer-facing technologi
es.
• Establish and enforce platform governance standards, data quality controls, naming conventions, documentation, and change management practic
es.
• Create executive and operational reporting capabilities that provide meaningful insights into customer health, adoption, value realization, retention, and expansion opportuniti
es.
• Collaborate with stakeholders to prioritize enhancements, evaluate new platform capabilities, and drive continuous improvement of Customer Success process
es.
• Lead testing, release management, and deployment activities for platform enhancements and new functionali
ty.
• Deliver training, enablement, and ongoing support to drive adoption and maximize platform utilization across customer-facing tea
ms.
• Act as an internal Gainsight subject matter expert, advising leaders on best practices, platform strategy, and opportunities to leverage technology to enhance the Customer Success operating mod
el.
• Monitor industry trends and emerging capabilities in Customer Success technology, AI, automation, and customer engagement to continuously evolve Mastercard's platform strate

gy.
All About
You
• BS/BA degree or combination of experience and formal educa
tion
• Gainsight NXT Associate Certification (Level
1) and both Level 2 Gainsight Admin Certifications (Reporting & Dashboards and Journey Orchestra
tor)
• Deep expertise administering and configuring Gainsight, including Rules Engine, Journey Orchestrator, Success Plans, Scorecards, Cockpit, Reporting, Data Designer, and integrati
ons.
• Strong understanding of Customer Success operating…