Lead Business Analyst, Systems and Data Strategy (Boston)

Klaviyo’s Go To Market Operations organization is looking for a Lead Business Systems Analyst to oversee the expansion of a newly defined vertical: Customer Success and Support System Operations. 

In this role, you will be responsible for collecting business system requirements for existing or net new tooling on behalf of the Customer Success and Support organization. You will closely partner with GTM leadership and Operations Counterparts to identify system and development dependencies for larger strategic initiatives tied to Success and Support. Defining and prioritizing deliverables, ensuring accurate and timely coordinated delivery of tooling and custom system functionality developed by the Klaviyo Operations (K-Ops) Product Management and Engineering teams. 

How You Will Make a Difference:  

Business Systems and Product Owner Responsibilities

• Act as a key point of contact for collecting quarterly strategic priorities for the Success and Support organization. Partnering with operations counterparts on larger cross functional initiatives. 
• Aid in roadmap prioritization exercises across Product, Engineering and Systems teams. Flagging dependencies and required work across teams for end to end delivery of business requests.
• Leverage your strong understanding of all critical Success and Support business practices and processes. Leveraging this knowledge to help identify gaps in tooling and data infrastructure related to business operations.
• Act as the CS&S Operations team subject matter expert in both custom developed and out of the box back end system capabilities. Identifying system dependencies and required development work with upstream changes that will have an impact on both Customer Success and Support teams (ex: New Product Launches) 
• Partner closely with business stakeholders. Mapping out the desired end state of the request for hand off to Product Management for further refinement with respective engineering teams. 
• Report common patterns, questions, and other issues to GTM Systems and Engineering teams for further investigation.
• Conduct market and internal research to help validate the need for net new systems or system improvements.
• Assist GTM Systems and R&D teams with validating business impact on any build vs. buy scenarios alongside partners in Procurement. 

Business Data Governance 

• Identify and document any data and information architecture changes that will have down stream implication on ETL pipeline and functional reporting. Assisting with defining or building adjusted data queries or table changes as needed.  
• Partner closely with Business Data Governance Lead and the Operations Analytics function to capture relevant requirements or needs tied to ongoing development and system projects. 
• Capture business reporting and analytics requirements tied to key systems and product related releases for review and prioritization with the appropriate teams. 

Process and Project Management 

• Track project progress on initiatives tied to multiple technical teams, providing CS&S leadership with regular updates, risks or blockers, and anticipated delivery.
• Guide and oversee execution of project delivery best practices and procedures in alignment with IT and Engineering team operating charters. Ensuring full UAT sign-off and enablement of internal end users prior to deployment. 
• Align closely with GTM Enablement and systems team on documentation and training needs for upcoming releases impacting internal end users. 
• Report and track performance on recently launched systems initiatives to track accuracy and impact of system specific changes made. 

Who You Are:

• 6+ years of experience in a Business Systems Analyst, Product Analyst or Product Manager role. 
• 3+ years of experience working, hands on, in a multi-system environment that included either Salesforce, Gainsight or Zendesk.  3+ years of experience working directly (either in a Product or Business Systems capacity) with Full Stack Development and/or Data Engineering teams. 2+ years experience validating and aligning cross functional roadmaps owned by different technical teams.Demonstrated ability to independently identify, manage and drive cross functional projects from initial conception to final deployment.Experience with designing and mapping transactional data across complex system and data warehousing environments. Hands-on experience with data transformation, SQL queries, and optimization.
• Familiarity with Cloud-based DFS (eg. AWS S3, Google Storage Buckets, Azure Blob Storage), hands on experience with the above preferred.  
• Understanding of data modeling, data access, and data storage, caching, replication, and optimization techniques.
• Experience with automated analysis of data quality and validation.
• Professional experience working in an operating environment that leverages large, heterogeneous datasets tied to building/optimizing data pipelines using ELT, data replication, API access, data virtualization, stream data integration, and emerging technologies.

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