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Company

CDK Global · 7 hours ago

Sr. System Administrator, CS Operations

United States

Full-time

Remote

Mid, Senior Level

$90K/yr - $105K/yr

4+ years exp

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Responsibilities

Lead the ongoing development and customization of the Totango/Catalyst platform, including the creation of custom dashboards, automation rules, health scores, and workflows that align with business needs.

Manage user setup, roles, permissions, and access levels within Totango/Catalyst, ensuring that the platform is secure and that users have the appropriate access to perform their jobs effectively.

Understand the data architecture within Totango/Catalyst, including data modeling, import/export processes, and data quality management. Ensure that data is accurately captured, maintained, and leveraged across the platform.

Design and implement automated processes to streamline workflows, improve efficiency, and ensure consistency in customer success operations. This includes creating and managing related triggers, process builder workflows, and other automation tools within the platform.

Develop and maintain health score metrics within Totango/Catalyst to effectively monitor and manage customer health. This includes setting up rules, alerts, and dashboards to proactively address customer issues.

Understand and manage the account hierarchy within Totango/Catalyst, ensuring that the platform reflects the organization’s structure and supports a wide range of products and services offered by CDK.

Build and maintain custom reports and dashboards that provide actionable insights to the Customer Success team and other stakeholders. Ensure that reporting is accurate, timely, and meets the needs of the business.

Provide insights on system integrations between Totango/Catalyst and other platforms, such as Salesforce, to ensure seamless data flow and system interoperability.

Perform regular system audits, upgrades, and maintenance tasks to ensure the Totango/Catalyst platform remains up-to-date, secure, and optimized for performance.

Provide training and support to end-users to ensure they are effectively utilizing the platform. Create and maintain documentation, including user guides and best practices.

Act as a liaison with Totango/Catalyst and other third-party vendors, managing platform support, troubleshooting, and escalations as needed.

Develop and implement change management strategies to ensure smooth transitions when updates or new features are introduced to the platform.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Totango/CatalystPlatform customizationData managementSalesforceAutomationProject managementGainsightChurnZeroPlanhatChange management

Required

Proven experience (4-5 years) as a System Administrator with a focus on customer success software, preferably Totango/Catalyst or similar platforms such as Gainsight, ChurnZero, Planhat, Vitally, etc.

Strong (4-5 years) expertise in platform customization, automation, and data management, with responsibilities like those of a Senior Salesforce Administrator.

4-5 years experience working with enterprise-level organizations and large customer success teams

Exceptional project management skills, including the ability to manage multiple projects simultaneously.

Strong analytical and problem-solving abilities.

Excellent communication and interpersonal skills.

Ability to work effectively in a cross-functional team environment.

Familiarity with change management principles.

Detail-oriented with a strong commitment to quality