Senior Business Systems Analyst, Customer Operations

Blackbaud; Charleston (SC); Hybrid; USD 88,000 - 114,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Remote-flexible work

Wellness programs

401(k) with match

Flexible paid time off

Parental leave

Donations for Doers

Pet insurance

Identity protection

Tuition reimbursement

Job summary

Blackbaud is seeking a Senior Business Systems Analyst in Charleston to support the customer operations organization, focusing on adoption, operational effectiveness, and renewals across the customer journey.

The role involves configuring Salesforce Service Cloud and related ecosystems, designing processes, and partnering with cross-functional teams. Expected collaboration spans governance, data health scoring, and continuous improvement.

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 & 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

Business analysis

Gong

Certinia

Tools

Salesforce Service Cloud

Service Cloud Voice

Gong

Certinia

Job description

About The Role

The Senior Business Systems Analyst supports the Leadership Team of Application Services and will focus on supporting the customer operations organization specifically focused on customer success by ensuring adoption, operational effectiveness, and renewals throughout the customer journey. The analyst will seek to ensure optimal usage of the tools which support the customer operation organization including Salesforce Service Cloud / Service Cloud Voice and other Ecosystems, Gong, and Certinia (formally FinancialForce). The Senior Analyst will work with a team of resources in collection of current policy and procedures, business requirements, discovery of operational efficiency improvements, workflow design, documentation, education and adherence monitoring work efforts.

The Senior Business Systems Analyst supports the Leadership Team of Application Services and will focus on supporting the customer operations organization specifically focused on customer success by ensuring adoption, operational effectiveness, and renewals throughout the customer journey. The analyst will seek to ensure optimal usage of the tools which support the customer operation organization including Salesforce Service Cloud / Service Cloud Voice and other Ecosystems, Gong, and Certinia (formally FinancialForce). The Senior Analyst will work with a team of resources in collection of current policy and procedures, business requirements, discovery of operational efficiency improvements, workflow design, documentation, education and adherence monitoring work efforts.

What You'll Do

• 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 & 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)

What We'll Want You To Have

• 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

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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 a diverse and 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.

The starting base pay is $87,700.00 to $114,200.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include

• Medical, dental, and vision insurance
• Remote-flexible workforce
• Wellness Programs
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Donations for Doers
• Pet insurance, legal and identity protection
• Tuition reimbursement program