Senior Business Systems Analyst - Customer Success Support

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

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

401(k) program with employer match

Flexible paid time off

Generous Parental Leave

Donations for Doers

Pet insurance, legal and identity保护

Tuition reimbursement program

Job summary

Blackbaud Senior Business Systems Analyst will support the Leadership Team of Application Services, focusing on customer operations and renewal through the journey. The role targets optimal use of Salesforce Service Cloud / Service Cloud Voice, Gong, and Certinia.

You will work with resources to document policies, discover efficiency gains, design workflows, educate, and monitor adherence. Key duties include cross-functional collaboration, defining and documenting customer success processes, and

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.
• Proficient with Visio and/or other modeling tools.
• Knowledge of data analysis to support process definition, monitor adherence, and communicate results.

Responsibilities

• Partner with cross functional departments to learn business needs and how it may impact core systems.
• Support business strategy development for services teams and manage mapping, documenting, and implementing customer success processes.
• Help determine contributors to customer health and configure a health score reflecting data.
• Prepare preliminary project documentation summarizing objectives and expected benefits for functional design.
• Analyze different technology solutions; recommend best practice driven approaches.
• Develop and prioritize user stories to drive system requirements and ensure alignment with business changes.
• Participate in sprint planning and reviews to ensure workflows are updated and supported.
• Collaborate with the application team on system configuration, development and enhancements.
• Use metrics and analytics for fact-based decision making.
• Perform data reviews/audits and identify performance improvements.

Skills

Salesforce & CS design

Gong experience

Data analysis

Workflow design

Tools

Salesforce Administration

Salesforce Configuration

Microsoft Visio

Job description

About the role:

The Senior Business Systems Analyst supports the Leadership Team of Application Servicesand willfocus onsupporting the customeroperations organizationspecifically focused on customer successbyensuring adoption,operational effectiveness, and renewalsthroughoutthe 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 incollection 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 andother core customer systems
• Support business strategy development for the services teams and manage mapping, documenting, and implementingcustomer successprocesses
• Help determine the most significant contributors to overall customer health and learn how to configure a customer health scoretoreflect 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& prioritizeuser 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 insprint planning,design reviewsand sprint reviewsto ensure that business processes are properly supported; responsible for updated proposed workflows
• Works with application team to drivesystem configuration, development & enhancements
• Drives fact based decision making utilizing metrics and system derived analytics
• PerformsData 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 inSalesforce and Customer Successsolution design
• Strong understandingandexperience withSalesforce 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