Senior Business Systems Analyst, Customer Operations
Core
Senior Business Systems Analyst supporting customer operations by ensuring adoption, operational effectiveness, and renewals through workflow design and system configuration.
Role type
Senior Business Systems Analyst (Customer Success)
Builds
Customer success processes, customer health scores, and Salesforce ecosystem configurations
Domain
SaaS / Customer Success / Non-profit Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Salesforce administration and configuration, Customer Success solution design, process definition methodologies, workflow design, data analysis, user story development, sprint planning participation, cross-functional partnership
Preferred skills
Gong experience, Microsoft Visio proficiency
Technologies
Salesforce, Gong, Certinia (FinancialForce), Gainsight, Microsoft Visio
Responsibilities
Partner with cross-functional departments to learn business needs and impact on core customer systems; Support business strategy development and map/implement customer success processes; Configure customer health scores to reflect customer data; Develop and prioritize user stories to drive system requirements; Participate in sprint planning, design reviews, and sprint reviews; Drive system configuration, development, and enhancements; Perform data reviews/audits to identify performance improvement opportunities
Seniority
Senior, hands-on IC
