Senior Business Systems Analyst, Customer Success

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.

Fastly Business Systems team is looking for a Senior Business Systems Analyst, Customer Success. The Customer Success organization includes Account Management, Professional Services and Customer Support functions. The Senior Business Systems Analyst integrates strategic thinking, problem-solving skills and cross-functional collaboration to execute on the Customer Success strategy, drive innovation and business results. Utilize past experience to analyze business needs, partner with Customer Success teams to recommend, implement optimizations and Customer Success technology tools.

What You'll Do:

• Collaborate with SMEs, senior leaders and business users/stakeholders to understand the Customer Success organizations goals and ensure that project outcomes effectively meet strategic and tactical needs
• Analyze the current state and effectiveness across the Customer Success processes and implement solutions to automate and improve efficiency through introducing newer and enhancing existing Customer Success technology solutions
• Be responsible for understanding the entire business motions for Customer Success, Professional Service and Customer Support functions to recommend solutions to processes as our business scales
• Be the 'go to' person for implementation and the day-to-day operation of various Customer Success technology platforms
• Translate Business Requirements into Solution Design documents, socialize and gain formal approvals from stakeholders
• Write detailed test scripts and manage successful User Acceptance Testing
• Collaborate with Customer Success, Professional Service, Customer Support, Analytics and other technology teams to build a cohesive and unified view of Customer Success data
• Partner with developers and program managers to establish timelines and ensure delivery of projects and requests.
• Identify time-consuming internal processes and assist in building reliable and scalable solutions to automate them.
• Manage fast-changing priorities in a dynamic environment to deliver the most impactful solutions to business stakeholders

What We're Looking For: 

• Bachelor’s degree in business, management information systems, computer science, or related field
• 8+ years experience as a Business Systems Analyst or Product Owner in the Revenue and/or Customer Support domains
• Experience with business analysis and business process improvement, preferably in a high-growth enterprise SaaS environment
• Be great at writing requirements, user stories, strong acceptance criterias, be able to clearly articulate strategies and work with the development teams to communicate and develop solutions
• Customer Success technology stack experience for automation, analytics and intelligence processes.
• Experience in process and system development in the following tools: Salesforce, Outreach, Salesloft, Zendesk, Gainsight, Slack Apps & Workato
• Experience in various methodologies for planning and executing application development, enhancement or support
• Self-motivated, creative person with analytical, problem-solving, organizational, and interpersonal skills and the ability to adapt quickly to shifting priorities
• Basic understanding of database and integration approaches. 
• Be able to write medium complexity SQL queries 

We’ll be super impressed if you have experience in any of these: 

• The following certifications: Scrum Master or PMP
• Marketo, Workato, Gong, Jira

Work Hours:

• This position will require you to be available during core business hours. 

Work Locations & Travel Requirements:

This position is open to the following preferred office locations:

• New York City, New York
• San Francisco, California
• Culver City, California
• Denver, Colorado

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.  

This position may require travel as required by your role or requ