The Sales Technology Team at MSCI enables internal teams to manage and execute business processes across the Opportunity-to-Order value chain (opportunity pipeline management and contract lifecycle management), Client Services processes, and Order-to-Cash processes. 

We are seeking a strong Gainsight Administrator to join our Sales Tech organization and support our Client Services clients globally. You will play a central role in the rollout, administration, and continuous improvement of the Gainsight platform as part of our scaling Client Services program. 

Platform Administration & Configuration 

• Configure, deploy, and administer the Gainsight platform, including system configuration, reports, dashboards, end-to-end workflows, and system integrations 

• Collaborate with cross-functional end users to gather business requirements that impact Gainsight and Salesforce, and configure the system to meet those needs (partnering with other development teams as needed) 

• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds 

• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers 

Business Process Design & Rollout 

• Develop new business processes in partnership with Client Services leadership and cross-functional teams 

• Manage the rollout of processes, including thoughtful sequencing and timing 

• Help users develop an understanding of contributors to customer health, sources of customer risk and churn, and positive engagement trends 

• Manage mapping and documentation of customer success processes 

Ongoing Support & Optimization 

• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, workflow adjustments, and user administration, security, and permissions 

• Monitor system performance, data integrity, and user activity to make recommendations and establish a process of continuous improvement 

• Maintain expertise in Gainsight and related technologies (including Salesforce) by staying current on new features, trends, and releases 

• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release 

• Bachelor’s degree in a related field (e.g., Computer Science, Engineering, Information Systems, Business) or equivalent work experience 

• 3+ years of experience as a Gainsight Administrator 

• Gainsight Associate Administrator certification (Level 1) preferred 

• Working knowledge of Salesforce, including how Gainsight integrates with the Salesforce data model and platform 

• Strong analytical and problem-solving skills with keen attention to detail and quality 

• Experience in data analysis, business intelligence, and design of reports and dashboards 

• Understanding of data structures, data modeling, and database management 

• Excellent time management skills and the ability to prioritize multiple in-progress projects 

• Self-motivated, proactive, and adaptable, with a willingness to learn new skills and technologies 

• High sense of responsibility and ownership 

Nice to Have 

• Salesforce Administration or Configuration experience — given the deep integration between Gainsight and Salesforce in this role, hands-on Salesforce experience would be a significant advantage 

• Databricks or similar data platform experience — familiarity with data pipelines, analytics workflows, or data engineering in Databricks or comparable tools (e.g., Snowflake, Azure Data Factory) 

• Experience supporting global teams across multiple time zones 

• Background in Customer Success operations or client services processes 

What we offer you

• Transparent compensation schemes and comprehensive employee benefits, tailored to your location, ensuring your financial security, health, and overall wellbeing.

• Flexible working arrangements, advanced technology, and collaborative workspaces.

• A culture of high performance and innovation where we experiment with new ideas and take responsibility for achieving results.

• A global network of talented colleagues, who inspire, support, and share their expertise to innovate and deliver for our clients.

• Global Orientation program to kickstart your journey, followed by access to our Learning@MSCI platform, AI Learning Center , LinkedIn Learning Pro and tailored learning opportunities for ongoing skills development.

• Multi-directional career paths that offer professional growth and development through new challenges, internal mobility and expanded roles.

• We actively nurture an environment that builds a sense of inclusion belonging and connection, including eight Employee Resource Groups. All Abilities, Asian Support Network, Black Leadership Network, Climate Action Network, Hola! MSCI, Pride & Allies, Women in Tech, and Women’s Leadership Forum.

At MSCI we are passionate about what we do, and we are inspired by our vision – to power better decisions. You’ll be part of an industry-leading network of creative, curious, and entrepreneurial pioneers. This is a space where you can challenge yourself, set new standards and perform beyond expectations for yourself, our clients, and our industry.

MSCI strengthens global markets by connecting participants across the financial ecosystem with a common language. Our research-based data, analytics and indexes, supported by advanced technology, set standards for global investors and help our clients understand risks and opportunities so they can make better decisions and unlock innovation. We serve asset managers and owners, private-market sponsors and investors, hedge funds, wealth managers, banks, insurers and corporates.

MSCI Inc. is an equal opportunity employer. It is the policy of the firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected parental leave), veteran status, or any other characteristic protected by law. MSCI is also committed to working with and providing reasonable accommodations to individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the application process, please email Disability.Assistance@msci.com and indicate the specifics of the assistance needed. Please note, this e-mail is intended only for individuals who are requesting a reasonable workplace accommodation; it is not intended for other inquiries.

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