Sr. Business Systems Analyst - Customer Success

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Summary:

We are looking for a highly motivated, independent and passionate individual to join our team as a Senior Customer Success Business Systems Analyst. The Business Analyst is a hands-on role and critical to the Genesys operation. Working closely with our business partners and within the Customer Success Operations team, this role will analyze and understand business requirements, business processes, functional requirements, cross-functional needs, and system capabilities to drive improved business process efficiency We are a fast-paced team and success in this role requires innovation, process mapping, concise documentation skills, project management, communication, and cross-functional collaboration skills.

Responsibilities:

• Build strong cross-functional relationships with business stakeholders and technical teams to define and document requirements.
• Analyze and document business processes, identifying opportunity to improve customer experience and operational effectiveness.
• Program and change management (planning, reporting, communications) for system +implementation and rollouts.
• Work with Technical teams to ensure technical and business needs/requirements are defined efficiently.
• Coordinate User Acceptance Testing and end user training to meet quality and project timelines.
• Create supporting enablement materials (communications, training, documentation)
• Provide ongoing consulting and expertise in key areas of focus for Customer Success Organization
• Lead, manage, and drive operational requests/tickets to resolution (experience with Service Now and JIRA a plus)
• Lead multiple, concurrent projects, ensuring reliable and consistent quality and on-time delivery.

Qualifications/ Skills Required and Preferred:

• 8+ years of experiences as a Business Analyst or similar role, preferably with a SaaS company
• Must have prior Salesforce Business Systems Analyst experience; work with the Gainsight customer success platform is a plus.
• Experience in Customer Success or Sales support roles
• Ability to thrive in a fast-paced environment and can/will adapt quickly to changing priorities; manage time, multiple tasks, and deadlines effectively; project management experience is preferred.
• Excellent verbal and written communication skills, including effective listening; composing clear, concise correspondence, documentation, and presentations.
• Highly effective and data-drive problem solving methodology; experienced design/process analysis facilitation.

#LI-REMOTE

#LI-AC1

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$65,000.00 - $135,000.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.