Senior Business Systems Analyst, Customer Operations

🕒 September 17

🇺🇸 United States – Remote

💵 $87.7k - $114.2k / year

⏰ Full Time

🟠 Senior

🧐 Business Analyst

👻 Ghost score 5%

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Blackbaud

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 Non-profit

🤝 B2B

💰 $6.5M Series A on 2000-02

SaaS • Non-profit • B2B

Blackbaud is a cloud software company that builds intelligent solutions for social impact, focusing on nonprofit organizations. It provides products and services for fundraising, donor management, engagement, and sector-specific cloud solutions to help charities, educational institutions, and other mission-driven organizations move faster and work smarter. Blackbaud also offers training, support, developer resources, a partner marketplace, and industry research through the Blackbaud Institute. The company emphasizes privacy, security, and corporate social responsibility.

📋 Description

• Support the Leadership Team of Application Services, focusing on customer operations and customer success • Ensure adoption, operational effectiveness, and renewals throughout the customer journey • Collect current policies and procedures, business requirements, and operational efficiency improvements • Design workflows, documentation, education, and adherence monitoring efforts • Ensure optimal usage of Salesforce Ecosystems, Gong, and Certinia • Partner with cross-functional departments to understand business needs and impacts on Gainsight and core customer systems • Support services-team strategy development and manage customer success process mapping, documentation, and implementation • Determine contributors to customer health and configure customer health scores • Prepare preliminary project documentation describing business-change objectives and expected benefits • Analyze technology solutions and recommend best-practice approaches • Develop and prioritize user stories aligned with business process changes and technical designs • Participate in sprint planning, design reviews, and sprint reviews • Drive system configuration, development, and enhancements with the application team • Use metrics and system-derived analytics for fact-based decision-making • Conduct data reviews and audits to identify performance improvement opportunities

🎯 Requirements

• 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

🏖️ 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

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