Senior Business Systems Analyst, Customer Success Support

About this role

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.


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;...