Senior Business Systems Analyst, Customer Success

While candidates in the listed location(s) are encouraged for this role, candidates in other locations will be considered.

The mission of the Customer Operations team is to drive alignment, operational excellence and scale across the Customer Success Organization. As a Senior Business Systems Analyst on the Customer Operations team, you will manage the business systems, drive adoption and implement system & process improvements for the Customer Success Engineering (CSE) organization. We're looking for a highly motivated, curious mind whose mission will be to drive the effectiveness and efficiency of our Customer Success Engineering team. The role requires skills and experience in project management, system administration and business analysis. You will report to the Senior Director, Field Operations.

The impact you will have:

• Lead the adoption and usage of systems and and tools for Field Operations teams.
• Manage Customer Success playbooks in TaskRay (project management solution) including setup, assignment, control and governance.
• Become a knowledge expert in business systems used by Field Operations teams including Salesforce.com, TaskRay and Service Cloud.
• Provide valuable insights from system metrics to improve success plans and playbooks.
• Work with IT and operations teams to improve business processes across teams.
• Configure and deploy Salesforce and TaskRay reports and dashboards for multiple levels of the business
• Manage and track the delivery of CS Subscriptions.
• Identify gaps and propose improvements to existing policies, system and process frameworks.
• Support the Customer Success Engineers & Field Operations team by responding to questions, tackling issues, creating user guides and documentation, and delivering hands-on training.
• Monitor system performance, data integrity and user activity to make recommendations and deploy continuous improvements.
• Manage a project backlog, and prioritize activities to benefit the team the most.

What we look for:

• 5+ years experience working with Business Operations and IT teams to roll out business process improvement and technical project implementations
• 3+ years of PSA or Customer Success system administration experience such as Taskray, Financialforce.com, Mavenlink, Clarizen, OpenAir, Gainsight or Totango
• Advanced MS Excel or Google Sheets skills (charts, pivot, statistics, and advanced functions)
• Ability to lead projects from ideation to execution including requirement definition, design, testing, rollout, measurement, and iteration
• Ability and passion to analyze, set priorities, and solve complex problems
• Bachelor's in technical or business field or equivalent amount of experience and education

It's an advantage to have the following as well:

• 4+ years experience in Customer Success Operations or Service Operations
• Experience working in a Customer Success organization at a SaaS company.
• Familiarity with Customer Success concepts such as onboarding, adoption, success plans, playbooks, risk management, expansion and retention
• Technical knowledge of Salesforce, Service Cloud, Gainsight, Totango, PSA, or other enterprise applications
• Strong project management skills

Benefits :

• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Equity awards
• Flexible time off
• Paid parental leave
• Family Planning
• Gym reimbursement
• Annual personal development fund
• Employee Assistance Program (EAP)

About Databricks

Want to help speed the development of medical breakthroughs? Make the next mode of transportation a reality? Or discover ways to reverse climate change? We're on a mission to help data teams solve the world's toughest problems. The opportunity is huge and Databricks has emerged as a leader. Thousands of enterprises — including Comcast, Virgin Hyperloop and H&M — already rely on us to power their businesses and we're just getting started. Now it's your turn - join us to grow your career and make an impact with some of the brightest minds in the industry.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.