Blackbaud, Inc.

Senior Business Systems Analyst, Customer Operations

Blackbaud, Inc. • $87K — $114K *
US-AnywhereRemote in United States
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years professional experience in Salesforce and customer success solution design
  • Strong understanding of Salesforce and customer success technology; Gong experience preferred
  • Experience with Salesforce administration and configuration
  • Familiarity with process definition methodologies
  • Highly proficient with Microsoft Visio or other modeling tools
  • Knowledge of data analysis for process definition and performance monitoring

Responsibilities

  • Partner with cross-functional departments to understand business needs impacting customer systems
  • Support business strategy development and implement customer success processes
  • Analyze and configure customer health indicators using customer data
  • Prepare preliminary project documentation outlining business objectives and expected benefits
  • Evaluate different technology solutions and recommend best practices
  • Develop and prioritize user stories to guide system requirements
  • Participate in sprint planning and design reviews to ensure alignment with business processes
  • Drive system configuration and enhancements with the application team
  • Utilize metrics and analytics for fact-based decision making
  • Perform data audits to identify areas for performance improvement

Benefits

  • 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
Full Job Description
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 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. The analyst will also seek to ensure optimal usage of the tools which support the customer operation organization including Salesforce Ecosystems, Gong, and Certinia (formally FinancialForce)

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; 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)


What we'll want you to have:
  • 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


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

About Blackbaud, Inc.

Blackbaud is a cloud computing provider that serves the social good community—nonprofits, foundations, corporations, education institutions, healthcare organizations, religious organizations, and individual change agents. Its products focus on fundraising, website management, CRM, analytics, financial management, ticketing, and education administration. Blackbaud's flagship product is a fundraising SQL database software, Raiser's Edge. Revenue from the sale of Raiser's Edge and related services accounted for thirty percent of Blackbaud's total revenue in 2012. Other products and services include Blackbaud Enterprise CRM, Altru, Financial Edge, Education Edge, Blackbaud NetCommunity, eTapestry, Luminate Online, Luminate CRM, Friends Asking Friends. In addition, Blackbaud offers consultancy services to nonprofit organizations. Blackbaud was founded in 1981 by Anthony Bakker. The company is headquartered in Charleston, South Carolina. It has regional offices in Austin, Texas; Plano, Texas; St. Paul, Minnesota; and Bedford, New Hampshire. Internationally, Blackbaud has offices in London, England; Sydney, Australia and Glasgow, Scotland. Michael Gianoni is Blackbaud's CEO.
Learn more about Blackbaud, Inc.
Size
3,600 employees
Market Cap
$3 billion
Industry
Information Technology
Net Income
$7.7 million
Founded
1981
5 Year Trend
+4.9%
Revenue
$913.2 million
NASDAQ
BLKB
* Ladders Estimates

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