Senior Customer Success Systems Analyst – Remote

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

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