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: Denver • 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 and define reporting and dashboard requirements.
- Ensure consistency and integrity of data across Customer Success systems.
- Support training, documentation, and knowledge sharing for Customer Success tools and processes and provide post-launch support to drive adoption.
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).
- 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.
- Certifications desirable: Scrum Master or PMP.
- Tools/technologies desirable: Workato, Jira, Ironclad, Lucid, Looker, BigQuery.
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 and up to 18 days of accrued paid sick leave.
- 401(k) (including company match).
- Employee Stock Purchase Program.
- For 2025, we offer 11 paid local holidays, 11 paid company wellness days.
- Benefits that start on the first day of your employment with Fastly.
- May be eligible to participate in Fastly’s equity and discretionary bonus programs.
- IN-PERSON new hire orientation in our San Francisco office (new hire onboarding perk).
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SalesforceService CloudExperience CloudSlack AppsWorkatoSQLAgile methodologiesbusiness analysisprocess improvementuser stories
Soft skills
problem-solvingorganizational skillsinterpersonal skillscommunicationadaptabilityself-motivationtrust-buildingstakeholder managementanalytical thinkingcollaboration
Certifications
Scrum MasterPMP
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