Sr. CS Operations Business Analyst

About the Role

As a Sr. Customer Success Operations Business Analyst, you will play an important role in driving change, process improvement, and best practices across Customer Success. This includes understanding existing internal business processes and their gaps, gathering and documenting business requirements, facilitating project conversations with stakeholders, and aligning solution design and build to documented requirements. You will collaborate with project managers to describe and monitor project dependencies, risks, and their mitigations. You will monitor processes and data to ensure gaps are identified and mitigated.

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.

Benefits and Compensation

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15/20/25 days PTO, 20 days to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range- CO: $80,922 - $93,510; WA: $91,582 - $105,828

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do

• Work closely with stakeholders and cross-departmentally to understand the priorities of the business with respect to projects, business as usual, business processes, stakeholder management, & other responsibilities.
• Gain an understanding of problems, including new features & requests the business has determined are priorities; transform those into documented requirements using various tools, including Lucidchart, Confluence, Google Docs, etc.
• Serve the needs of the Customer Success department, helping in the following areas:
  • Understanding the critical requirements of new process/project work.
  • Managing certain external communications for the team.
  • Expectation management.
  • Managing business-as-usual processes/tools.
  • Taking on special projects, as needed.
• Partner with leadership and finance/business insights stakeholders to identify trends, patterns, and opportunities for improvement.
• Work cross-functionally, partnering with leaders in Customer Success and Finance, leveraging your expertise to streamline reporting, forecasting, and operational excellence.
• Partner with Finance to conduct in-depth analysis of Customer Success and revenue data to uncover trends, identify growth opportunities, and pinpoint areas for improvement; provide actionable insights to leaders to influence change.
• Function as a subject matter expert for Customer Success SaaS tools/processes.
• Monitor process adherence and advise managers for specific areas of improvement for individuals/teams.
• Have a high awareness of the profound security ramifications of the nature of our business (specifically our PCI compliance requirements).
• Assist in re-engineering business and system processes, taking into account current state, desired future state, and exception handling.
• Define business and functional requirements; collaborate with technical resources to ensure technical designs and configurations align with requirements.
• Facilitate meetings and gather requirements across all departments and stakeholders through all project phases.
• Participate in and/or lead efforts to develop and execute testing, training, and related documentation.
• Prolonged periods of sitting at a desk and working on a computer.
• Other duties as assigned.

What You Bring

• 5+ years Business Analyst and/or project management experience in a business operations-focused role.
• 3+ years experience in data analysis and visualization.
• 3+ years experience with salesforce.com in an administrator, tester, or support role.
• Experience using or administering a Customer Success tool (e.g. Gainsight, ChurnZero, etc.).
• Proficient in Google Suite platform or similar software.
• Proven track record of delivery.