What are the responsibilities and job description for the Customer Experience System Administrator position at NEOGOV?
This is a fully Remote role within the US.
NEOGOV is a fast-growing SaaS leader in the Public Sector with a mission to serve the people who serve the people. Our clients use our software to manage their employee lifecycle from hire to retire by streamlining processes in our centralized platform. We are passionate about technology, focused on customer success, and have an entrepreneurial environment where innovation is encouraged and rewarded.
NEOGOV is one of the top 50 fastest growing private software companies in the U.S. — Sound like a company you'd like to join? We are looking for top talent to make significant contributions to our products, technology, and customers.
The Customer Operations System Administrator is responsible for maintaining, optimizing, and advancing the platforms that enable NEOGOV’s Customer Success, Support, and Implementation teams. This role ensures that Gainsight and other related CX tools are configured, aligned, and performing at the highest level to drive operational excellence and an exceptional customer experience.
This individual blends strong technical acumen with process understanding and cross-functional collaboration skills to ensure tools and workflows are efficient, integrated, and supporting NEOGOV’s strategic goals.
- System Administration: Maintain and configure customer-facing and operational platforms. Manage user permissions, automation rules, and integrations across systems to ensure stability and data integrity.
- Process Optimization: Partner with Customer Success and Support Operations to streamline workflows, automate manual processes, and improve efficiency. Ensure systems reflect standardized and documented business processes.
- Data Management and Reporting: Ensure accurate data flows between systems, maintain high-quality data standards, and create dashboards or reports that inform operational and leadership decisions.
- Cross-System Integration: Collaborate with IT, Product, and RevOps to ensure platforms are well-integrated, scalable, and aligned to the full customer lifecycle from onboarding through renewal.
- Enablement and Support: Develop user documentation, provide training, and act as the subject matter expert for supported tools. Drive adoption through enablement sessions and user support.
- Change Management: Implement new tools, configurations, and enhancements following testing and stakeholder review, ensuring smooth rollout and minimal disruption to end users.
- Continuous Improvement: Monitor performance, gather feedback, and identify opportunities to enhance platform functionality and user experience.
- Technically Proficient: Experienced in administering and configuring customer-facing systems such as Gainsight, Zendesk, or Salesforce. Comfortable with automation, workflows, APIs, and reporting tools. Familiar with integration software (e.g., Zapier, IFTTT, Workato, Hubspot)
- Detail-Oriented: You maintain a strong focus on accuracy and precision, ensuring that system configurations and data are reliable and error-free.
- Analytical Thinker: You can interpret operational data and turn it into actionable insights that improve process efficiency and customer outcomes.
- Collaborative and Communicative: You work well across departments, translating technical concepts for non-technical stakeholders and aligning multiple teams toward shared goals.
- Process-Minded: You understand how technology supports operational workflows and can design solutions that scale efficiently.
- Adaptable and Curious: You stay ahead of evolving technologies, learning continuously to bring innovation to NEOGOV’s customer operations environment.
- Customer-Focused: You recognize that every system and process ultimately supports the customer experience and you build with that in mind.
- Bachelor’s Degree in Information Systems, Business Administration, or related field (or equivalent experience).
- 2–5 years of experience administering Gainsight products. Platforms like Salesforce, Jira, or similar tools are a plus.
- Familiarity with data integration tools and APIs.
- Experience with automation, workflow design, and process mapping.
- Strong documentation and knowledge management skills.
- Experience in SaaS or technology-driven organizations preferred.
- Gainsight certification is a plus.
Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees
Generous PTO to support work-life balance
Remote working opportunities
401K Matching
Autonomy to grow and find your career path with supportive leadership
- 12-week Paid Parental Leave
Inclusive and diverse environment
NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.
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