Remote Senior Customer Success Systems Analyst

Blackbaud; United States; Remote; USD 88,000 - 114,000; Full time

Benefits offered by this job

Medical Insurance

Remote-friendly

Wellness Programs

401(k) Match

Flexible PTO

Parental Leave

Donations for Doers

Pet Insurance

Tuition Reimbursement

Job summary

Blackbaud is seeking a Senior Business Systems Analyst to support the Leadership Team of Application Services and focus on customer operations, adoption, and renewal across the customer journey. You will collaborate with cross-functional teams to document processes and optimize tools such as Salesforce, Gong, and Certinia.

In this remote-flexible role, you will develop user stories, participate in sprint activities, analyze data, and help refine health metrics to drive customer success.

Qualifications

• 5+ years professional experience in Salesforce and Customer Success solution design.
• Strong understanding and experience with Salesforce and Customer Success technology; Gong experience preferred.
• Experience with Salesforce Administration & Configuration.
• Strong understanding or experience with process definition methodologies.
• Highly proficient with Microsoft Visio and/or other modeling tools.
• Knowledge of data analysis to support proposed process definition, monitor adherence, and communicate performance results.

Responsibilities

• Partner with cross functional departments to learn business needs and how it may impact Gainsight and other core customer systems.
• Support business strategy development for the services teams and manage mapping, documenting, and implementing customer success processes.
• Help determine the most significant contributors to overall customer health and learn how to configure a customer health score to reflect your customer data.
• Prepares preliminary project documentation pertinent to the business objectives, summarizing the goals of the business process change and expected business benefit, which are then used as inputs to functional design.
• Analyze different technology solutions/approaches, which may include reviews of different market solutions and/or internal solutions; recommend best practice driven approach.
• Develop and prioritize user stories to drive system requirements, aligned with and enabling business process change; able to engage with application team in discussion to ensure technical design meets functional objectives.
• Participates in sprint planning, design reviews and sprint reviews to ensure that business processes are properly supported; responsible for updated proposed workflows.
• Works with application team to drive system configuration, development & enhancements.
• Drives fact based decision making utilizing metrics and system derived analytics.
• Performs Data review / audits, identify specific performance improvement opportunities (system performance, functional performance, user performance, etc).

Skills

Salesforce

Customer Success

Gong experience

Tools

Salesforce

Gong

Certinia

Job description

Blackbaud is seeking a Senior Business Systems Analyst to support the Leadership Team of Application Services and focus on customer operations, adoption, and renewal across the customer journey. You will collaborate with cross-functional teams to document processes and optimize tools such as Salesforce, Gong, and Certinia.

In this remote-flexible role, you will develop user stories, participate in sprint activities, analyze data, and help refine health metrics to drive customer success.