This role supports customers and stakeholders primarily during U.S. business hours.
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Expected working hours are 01:00 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.
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Key Responsibilities
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Own and administer Organizational-level Gong configuration, including platform governance, security controls, and standards for consistent usage.
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Define and maintain an ownership/RACI model for Gong administration between IT and CS Ops to eliminate ambiguity and ensure smooth onboarding and support.
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Own Gong user lifecycle management (provisioning/deprovisioning, role assignment, access reviews, and least-privilege access).
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Provide key data insights and reporting to stakeholders, reviewing and analyzing trends
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Deliver end-to-end CRM integration (setup, authentication, permissions alignment, ongoing maintenance), including the Gong integration user model and access controls required for CRM data ingestion/export.
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Troubleshoot integration issues and manage coordination with internal CRM admins and Gong Support as needed.
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Ability to collaborate with cross functional team deliver outcomes within the agreed OLA/SLA.
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Support new user onboarding with training, access management, permission sets.
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Data capture, protection, and privacy-related configuration in Gong in partnership with security/compliance (as required).
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Ensure administration actions follow internal security guardrails—especially for settings that affect user access and system configuration.
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Support User/training issues resolved via guidance and internal enablement materials.
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Maintain internal support documentation/FAQ and standard operating procedures for consistent support outcomes.
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Partner with business stakeholders to implement platform changes that enable reporting, scorecards, exports, and business workflows—while keeping configuration changes controlled and auditable.
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Required Qualifications
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3+years of experience administering Gong (that include access controls, permissions, and configuration governance).
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Bachelor’s degree in computer science, Information Systems or related field.
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Experience with IT systems administration /business systems support, with ownership of SaaS tools in a controlled enterprise environment.
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Familiarity with Gong learning resources / structured training plans used to build admin expertise (self-serve learning + internal enablement).
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Experience operating under a shared ownership model where IT owns high-risk admin controls and business teams own enablement/reporting strategy.
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Experience managing or supporting CRM integrations (Salesforce preferred), including understanding of integration users, permission models, and troubleshooting.
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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