Senior Enterprise Business Systems Analyst, Customer Success
Fastly
BigQueryCloudPMPSQLTableau
Senior Enterprise Business Systems Analyst, Customer Success
Fastly
full-time
Posted on:
Location Type: Hybrid
Location: New York City • California, Colorado, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $119,880 - $159,840 per year
Job Level
Senior
Tech Stack
BigQueryCloudPMPSQLTableau
About the role
- Collaborate with Customer Success, Professional Services, Customer Support, and cross-functional technology teams to understand goals and translate them into effective system and process solutions.
- Partner with senior leaders to understand evolving business strategies and recommend solutions that align with longer-term objectives.
- Build trusted relationships with executive stakeholders by clearly communicating project impacts, risks, and outcomes.
- Act as the go-to resource for implementation and daily operation of Customer Success technology platforms.
- Analyze current Customer Success, Professional Services, and Support workflows to identify gaps and opportunities for efficiency.
- Recommend and implement enhancements or new solutions that streamline team operations and support strategic growth.
- Identify manual, time-consuming processes and design scalable automation in partnership with development teams.
- Translate business requirements into Solution Design Documents (SDDs), functional specs, and user stories with clear acceptance criteria.
- Manage a prioritized backlog of requests and enhancements, balancing immediate needs with longer-term scalability.
- Partner with program managers and developers to define timelines, track progress, and deliver solutions on schedule.
- Develop detailed test scripts, coordinate User Acceptance Testing (UAT), and track issues to resolution before deployment.
- Partner with analytics and technology teams to build a unified and accurate view of Customer Success data.
- Define reporting and dashboard requirements that help leaders track progress against business goals.
- Ensure consistency and integrity of data across Customer Success systems.
- Support training, documentation, and knowledge sharing for Customer Success tools and processes.
- Provide post-launch support to drive adoption and continuous improvement of solutions.
- Proactively gather feedback from business stakeholders to identify future opportunities and ensure solutions continue to align with strategy.
Requirements
- Bachelor’s degree in business, management information systems, computer science, or related field.
- 5 to 8+ years of Salesforce experienc (Service Cloud, Experience Cloud), Slack Apps, Elevate, and Workato
- 8+ years of experience as a Business Systems Analyst or Product Owner in Customer Success, Revenue, or Customer Support domains within a SaaS environment.
- Strong business analysis and process improvement skills, with the ability to identify gaps and recommend scalable solutions.
- Experience translating business needs into clear requirements, user stories, and acceptance criteria to guide development teams.
- Familiarity with analytics and reporting platforms (e.g., Looker, Tableau, or equivalent) to support insights and data-driven decisions.
- Exposure to AI-driven solutions and ability to evaluate where they can improve efficiency and scale.
- Experience with Agile methodologies for planning and executing application development, enhancement, and support.
- Strong SQL skills, with the ability to write medium-complexity queries.
- Self-motivated, adaptable, and able to thrive in a fast-changing environment with competing priorities.
- Excellent problem-solving, organizational, and interpersonal skills with the ability to communicate tradeoffs, impacts, and recommendations to both business stakeholders and senior leaders.
- Ability to build trust and credibility with stakeholders, contributing to conversations around process scalability and technology alignment with business strategy.
- Preferred: Certifications: Scrum Master or PMP
- Preferred tools: Workato, Jira, Ironclad, Lucid, Looker, Big Query
Benefits
- We offer a comprehensive benefits package including medical, dental, and vision insurance.
- Family planning, mental health support along with Employee Assistance Program
- Insurance (Life, Disability, and Accident)
- A Flexible Vacation policy
- Up to 18 days of accrued paid sick leave
- 401(k) (including company match)
- Employee Stock Purchase Program
- 11 paid local holidays (2025)
- 11 paid company wellness days (2025)
- Equity and discretionary bonus programs
- Benefits start on the first day of employment
- Hybrid and remote work options; preference for hybrid near a local office
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SalesforceService CloudExperience CloudSlack AppsWorkatoSQLAgile methodologiesbusiness analysisprocess improvementanalytics
Soft skills
problem-solvingorganizational skillsinterpersonal skillscommunicationadaptabilityself-motivatedtrust-buildingstakeholder managementcollaborationfeedback gathering
Certifications
Scrum MasterPMP
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