Business Systems Analyst - Salesforce, Gainsight Admin

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins. Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end. Overview As a Business Systems Analyst, you own the platforms our Brands and Retailers services organizations runs on: Gainsight, Salesforce, and Pendo, with room to absorb adjacent tools as we add them. You are the single technical owner who holds the cross-tool context: how a Salesforce field feeds a Gainsight health score that drives a Pendo-guided workflow. In this role, you keep these systems healthy and coherent, accelerate the AI initiatives that depend on them, and enable Client Success, Support, Onboarding, Professional Services, Managed Services, and the broader services organization to get more value from the tools we already have. All team members are expected to leverage AI to work smarter, accelerate decision-making, automate repeatable work, and improve outcomes. You are encouraged to continuously identify opportunities to apply AI, data, and scalable processes to enhance productivity, drive innovation, and deliver greater value for our clients, partners, and teams while maintaining appropriate judgment, quality, security, and compliance. Responsibilities Salesforce - Administer Salesforce for Services in the Brands and Retailers Business Units organization, including configuration, automation, permissions, and deployments. - Partner with the central Salesforce and IT teams to coordinate releases and enterprise platform changes. - Configure AI capabilities, including Agentforce, AI case summaries, case classification, and response drafting. - Translate business requirements into scalable platform solutions. Gainsight - Administer Gainsight, including health scoring, automation, programs, dashboards, and reporting. - Maintain Salesforce-Gainsight integrations, monitoring APIs, data synchronization, and platform performance.

- Administer Staircase AI integration and ensure customer health data remains accurate and actionable. - Build scalable automations and maintain sustainable platform configuration aligned with the established roadmap. Pendo - Administer Pendo, including configuration, guides, permissions, and feature enablement. - Analyze adoption data and provide recommendations that improve product adoption and operational effectiveness. - Enable self-service capabilities while maximizing platform utilization. Cross-Platform Administration & Optimization - Maintain reliable integrations and data consistency across Salesforce, Gainsight, Pendo, Staircase AI, and other supported platforms. - Troubleshoot system, integration, and data quality issues while minimizing operational disruption. - Support Services teams by balancing platform requests through established prioritization processes. - Assume ownership of additional Services technologies as the technology portfolio evolves. - Identify opportunities to improve efficiency through AI, automation, and repeatable processes. - Maintain current platform certifications and stay informed on emerging capabilities across supported technologies. - Collaborate closely with peers across the Brands and Retailers services organizations to ensure platform optimization. Qualifications Minimum Qualifications - 2+ years of experience administering Salesforce and Gainsight. - Experience configuring enterprise applications, automation, permissions, integrations, and data management.