Sr. Specialist II, Gainsight Administrator

📋 Description

• • As a Sr. Specialist II, Systems Administrator at NextGen Healthcare, Inc., you will be instrumental in the strategic and operational management of critical system platforms. This role is pivotal in ensuring that our technology infrastructure effectively supports and empowers our functional, cross-functional stakeholders, and ultimately, our customers. You will be the primary custodian of our system platforms, responsible for their configuration, optimization, and the seamless integration of data, driving efficiency and enabling data-driven decision-making across the organization.
• • In this dynamic role, your day-to-day responsibilities will encompass a wide range of platform administration and optimization tasks. You will serve as the primary administrator for our system platforms, meticulously overseeing their configuration, the creation of intricate rules, the management of Calls to Action (CTAs), the development and implementation of Playbooks, Success Plans, and Surveys. Furthermore, you will be responsible for setting up and managing Journey Orchestrator programs and crafting insightful dashboards that provide critical visibility into our operations and customer engagement. A significant part of your role will involve managing and optimizing the complex data integrations between our various system platforms, product usage data sources, and other vital operational platforms, ensuring data integrity and flow. You will be tasked with maintaining and enhancing overall platform scalability, ensuring high data quality, and optimizing system performance, proactively identifying and implementing opportunities for improvement. A key responsibility will be to maintain and enforce robust governance standards, comprehensive documentation, and rigorous change-management processes to ensure stability and compliance.
• • Beyond technical administration, you will step into a leadership capacity, guiding a team of three system administrators/analysts. This involves setting clear priorities, effectively distributing workload, and ensuring the consistent delivery of high-quality work within established timelines for all projects. You will be a mentor and coach, providing invaluable guidance, performance feedback, and fostering the ongoing skill development of your team members. Your leadership will extend to overseeing sprint planning, backlog grooming, and the overall execution of projects, ensuring alignment with organizational timelines and strategic objectives. You will actively promote a culture of operational excellence, instilling a sense of accountability and championing continuous improvement within your team and across the platforms you manage.
• • Collaboration will be a cornerstone of your success. You will partner closely with various functional teams and Executive Leadership to deeply understand their business requirements and translate these needs into scalable, effective system solutions. You will act as a go-to subject matter expert for all platform capabilities, sharing best practices and identifying strategic opportunities for leveraging our systems. Effective communication is key; you will regularly communicate roadmap updates, critical system changes, and key performance insights to stakeholders, ensuring transparency and informed decision-making.
• • A crucial aspect of this role involves leveraging data to drive business outcomes. You will develop and maintain sophisticated dashboards, comprehensive reports, and customer health scores designed to provide actionable insights into customer engagement, identify potential risks, track lifecycle progression, and monitor retention efforts. You will ensure that Key Performance Indicators (KPIs) and customer data models are consistently defined and aligned across all relevant teams, promoting a unified view of our customer base. Your analytical prowess will be utilized to provide in-depth analysis and insights that directly support forecasting, account reviews, and strategic operational planning.
• • Furthermore, you will be a catalyst for process improvement and program management. You will drive enhancements to the customer journey by implementing innovative platform programs aimed at improving onboarding, adoption, engagement, and retention. You will proactively identify operational gaps within the organization and create scalable processes that streamline activities across your assigned functional areas. Continuous monitoring of the outcomes of system automations and programs will be essential, allowing you to iterate and refine strategies to maximize performance and impact. You will also perform other duties as assigned that support the overall objectives of this critical position.
• • This role offers a unique opportunity to shape and optimize the technology that underpins critical business functions. You will gain deep expertise in a leading system platform, develop advanced data integration and analytics skills, and hone your leadership and stakeholder management abilities. By driving process improvements and implementing strategic programs, you will directly contribute to enhanced customer success and business growth, making a tangible impact on the company's trajectory.