Senior Customer Ops Systems Analyst - Remote

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

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.