Business Systems Analyst, Staff

About the role The Business Systems Analyst plays a crucial role as a Gainsight administrator in driving value for customers across the lifecycle, thanks to the workflows they configure as a member of the Customer Success Operations team. The Business Systems Analyst will collaborate with cross-functional business teams to develop customer success strategies and craft the associated business requirements. They will translate these requirements into technical designs that they implement in Gainsight and, at times, integrated systems such as CRMs like Salesforce, while adhering to systems administration best practices. The Business Systems Analyst will then train team members and business partners to use the workflows they’ve set up, teach users best practices, ensure successful technical deployments on a recurring basis, and engage in daily problem solving to ensure the team can use the system productively. Altogether, they create and manage scalable processes and solutions on the Gainsight platform to support business goals. What you’ll do Being handed requirements to go off and build/implement Solution Design

• Configure, deploy, and administer the Gainsight platform (system configuration, reports, dashboards, email programs, end-to-end workflows, systems integrations)
• Collaborate with cross-functional teams to configure Gainsight to meet those needs (partnering with other operations teams as needed)
• Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds

• Manage the rollout of processes, including thoughtful timing
• Design business rules that analyze customer data and trigger actions for the Customer Success team to engage with customers
• Manage mapping and documentation of Gainsight implemented processes

• Manage day-to-day support of Gainsight users, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions
• Monitor system performance, data integrity, and user activity and suggestions to make recommendations, thus establishing a process of continuous improvement of the Gainsight platform
• Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
• Identify opportunities for improvement of existing tools and processes, including adopting new features in each Gainsight major release

• Experience working in customer success, or equivalent understanding of key customer success principles
• Familiarity with Salesforce required
• Experience as end-user of a CRM, customer support system, or marketing automation system
• Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
• Demonstrated project management, business analysis, and problem-solving
• Experience working in cross-functional teams
• Self-starter, demonstrating leadership of owned projects
• Excellent written and verbal communication and presentation skills
• Strategic thinking and prioritization
• Experience with Advanced Query Logic
• Problem solver with a systems mindset
• Advanced level English required
• Ability to work US East Coast hours required
• Gainsight experience as end-user Gainsight administration experience preferred
• Customer-facing experience, especially as a Customer Success Manager preferred
• Experience in data analysis, business intelligence, and design of reports and dashboards including understanding of data structures, data modeling, and database management is preferred