Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
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 Government.
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 outcomes.
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 excellence.
- Co-own the day-to-day administration, configuration, governance, and optimization of the Gainsight platform across the Services organization.
- Design, implement, and maintain scalable Gainsight capabilities including Success Plans, Scorecards, Cockpit workflows, Journey Orchestrator programs, Timeline, Dashboards, Rules Engine, Data Designer, and Reporting.
- Partner with Customer Success leaders and practitioners to translate business requirements into practical, scalable platform solutions that improve effectiveness and customer outcomes.
- Build and maintain automated workflows that reduce manual effort, improve process consistency, and increase productivity across Customer Success teams.
- Develop and manage integrations between Gainsight and enterprise platforms including Salesforce, data warehouses, BI solutions, and other customer-facing technologies.
- Establish and enforce platform governance standards, data quality controls, naming conventions, documentation, and change management practices.
- Create executive and operational reporting capabilities that provide meaningful insights into customer health, adoption, value realization, retention, and expansion opportunities.
- Collaborate with stakeholders to prioritize enhancements, evaluate new platform capabilities, and drive continuous improvement of Customer Success processes.
- Lead testing, release management, and deployment activities for platform enhancements and new functionality.
- Deliver training, enablement, and ongoing support to drive adoption and maximize platform utilization across customer-facing teams.
- 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 model.
- Monitor industry trends and emerging capabilities in Customer Success technology, AI, automation, and customer engagement to continuously evolve Mastercard's platform strategy.
All About You
- BS/BA degree or combination of experience and formal education
- Gainsight NXT Associate Certification (Level 1) and both Level 2 Gainsight Admin Certifications (Reporting & Dashboards and Journey Orchestrator)
- Deep expertise administering and configuring Gainsight, including Rules Engine, Journey Orchestrator, Success Plans, Scorecards, Cockpit, Reporting, Data Designer, and integrations.
- Strong understanding of Customer Success operating models, customer lifecycle management, value realization, retention, adoption, and expansion motions.
- Demonstrated ability to contribute on complex projects related to operational system implementation and integrations (e.g. Salesforce.com, Gainsight, Outreach, Seismic, Delivery Platforms, etc.)
- Highly customer-centric mindset with a passion for understanding user needs, reducing friction, and designing experiences that improve both customer and employee outcomes.
- Experience designing automated processes and workflows that improve efficiency, consistency, and scalability across customer-facing teams.
- Strong partnership and collaboration skills with the ability to build credibility and influence stakeholders across multiple functions and levels of the organization.
- 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 Tableau.
- Strong analytical and problem-solving capabilities, including experience leveraging data to identify opportunities for improvement and support decision making.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong organizational skills with the ability to manage multiple priorities, stakeholders, and projects simultaneously.
- Passion for operational excellence, continuous improvement, and leveraging technology to enhance customer outcomes.
Corporate Security Responsibility
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 and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
