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, DataMarketing, 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 models, customer lifecycle management, value realization, retention, adoption, and expansion moti

ons.• Demonstrated ability to contribute on complex projects related to operational system implementation and integrations (e.g. Salesforce.com, Gainsight, Outreach, Seismic, Delivery Platforms, e

tc.)• Highly customer-centric mindset with a passion for understanding user needs, reducing friction, and designing experiences that improve both customer and employee outco

mes.• Experience designing automated processes and workflows that improve efficiency, consistency, and scalability across customer-facing te

ams.• Strong partnership and collaboration skills with the ability to build credibility and influence stakeholders across multiple functions and levels of the organizat

ion.• Proficiency working with CRM platforms such as Salesforce and integrating customer data across enterprise systems, including experience with APIs and data visualization tools e.g. PowerBI and Tabl

eau.• Solid analytical and problem-solving capabilities, including experience leveraging data to identify opportunities for improvement and support decision mak

ing.• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audien

ces.• Strong organizational skills with the ability to manage multiple priorities, stakeholders, and projects simultaneou

sly.• Passion for operational excellence, continuous improvement, and leveraging technology to enhance customer outco

mes.

Corporate Security Responsi

bility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security an

- d must:Abide by Mastercard's security policies and pra
- ctices;Ensure the confidentiality and integrity of the information being ac
- cessed;Report any suspected information security violation or brea
- ch, andComplete all periodic mandatory security trainings in accordance with Mastercard's guid

elines.

📌 Senior System Administrator (Gurugram)
🏢 Mastercard
📍 Gurugram