Remote Sr. Salesforce & Customer Success Systems Architect

Blackbaud; Northern (KY); Hybrid; USD 88,000 - 114,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness Programs

401(k) program with employer match

Generous PTO

Job summary

Blackbaud is seeking a Senior Business Systems Analyst to support Customer Operations from a remote location in the USA. You will partner with leadership in Applications Services, shaping customer success processes, health scoring, and system configurations across Salesforce, Gong, and Certinia.

You’ll translate business needs into actionable user stories, align with cross-functional teams, and contribute to sprint planning and design reviews.

Qualifications

• 5+ years professional experience in Salesforce and Customer Success solution design.
• Strong Salesforce admin/configuration experience.
• Gong experience preferred.
• Proficiency with Visio and modeling tools.
• Data analysis to support process definition and performance reporting.

Responsibilities

• Partner with cross-functional departments to learn business needs and how it may impact Salesforce and core customer systems.
• Support service teams by mapping, documenting, and implementing customer success processes.
• Configure health scores from customer data to reflect customer health trends.
• Prepare project documentation outlining goals and expected business benefits for design inputs.
• Engage with application teams to ensure technical design meets functional objectives.

Skills

Salesforce expertise

Data analysis

Process design

Sprint planning

Stakeholder communication

Tools

Salesforce

Gong

Certinia (FinancialForce)

Visio

Job description

Blackbaud is seeking a Senior Business Systems Analyst to support Customer Operations from a remote location in the USA. You will partner with leadership in Applications Services, shaping customer success processes, health scoring, and system configurations across Salesforce, Gong, and Certinia.

You’ll translate business needs into actionable user stories, align with cross-functional teams, and contribute to sprint planning and design reviews.