Senior Business Systems Analyst, Customer Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist the Leadership Team of Application Services by concentrating on customer operations and ensuring customer success.

• Facilitate adoption, operational efficiency, and renewals across the entire customer journey.

• Gather existing policies and procedures, business requirements, and enhancements for operational efficiency.

• Create workflows, documentation, training materials, and monitoring strategies for compliance.

• Optimize the use of Salesforce Ecosystems, Gong, and Certinia.

• Collaborate with various departments to grasp business needs and their effects on Gainsight and essential customer systems.

• Aid in the development of service-team strategies and oversee customer success process mapping, documentation, and execution.

• Identify factors influencing customer health and set up customer health scoring systems.

• Draft initial project documentation outlining business-change goals and anticipated advantages.

• Evaluate technological solutions and suggest best-practice strategies.

• Formulate and prioritize user stories that align with business process modifications and technical designs.

• Engage in sprint planning, design evaluations, and sprint retrospectives.

• Propel system configuration, development, and enhancements in collaboration with the application team.

• Utilize metrics and analytics derived from systems for informed decision-making.

• Perform data reviews and audits to pinpoint opportunities for performance enhancement.

⛳️ Requirements

• Over 5 years of professional experience in Salesforce and Customer Success solution design.

• In-depth knowledge and hands-on experience with Salesforce and Customer Success technology; experience with Gong is a plus.

• Familiarity with Salesforce Administration and Configuration.

• Strong grasp or experience in process definition methodologies.

• Highly skilled in Microsoft Visio and/or similar modeling tools.

• Understanding of data analysis to support proposed process definitions, monitor compliance, and convey performance results.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible remote working arrangements.

• Wellness Programs.

• 401(k) plan with employer matching.

• Flexible paid time off.

• Generous Parental Leave policy.

• Donations for Doers initiative.

• Pet insurance, legal assistance, and identity protection services.

• Tuition reimbursement program.