Senior Business Systems Analyst, Customer Operations

Blackbaud is a purpose-driven technology company that supports social impact organizations through responsible AI and other technology solutions. The Senior Business Systems Analyst, Customer Operations, supports customer success by mapping, documenting, implementing, and improving customer operations processes, while analyzing technology solutions and system performance. The role partners with cross-functional and application teams to develop requirements, configure systems, and drive data-informed operational improvements.

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)

Requirements:

• 5+ years professional experience in Salesforce and Customer Success solution design
• Strong understanding and experience with Salesforce and Customer Success technology
• 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
• Gong experience preferred