Senior Business Analyst, Professional Services – Digital Success
Restaurant365
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $116,000 - $174,000 per year
Job Level
Senior
About the role
- Owns and evolves the Customer Success technology ecosystem, establishing standards, frameworks, and operating models.
- Leads complex, cross-functional initiatives and ensures solutions remain effective as business needs grow and change.
- Provides functional leadership across Professional Services, Digital Success, and technical teams.
- Establishes and documents standard onboarding playbooks and system patterns for consistent customer experiences.
- Owns the end-to-end implementation and ongoing evolution of the Professional Services and onboarding operating model through technology.
- Maintains sustained ownership of complex, multi-team initiatives to ensure solutions meet evolving business needs.
Requirements
- 8-12 years of relevant experience, including proven experience as a Business Analyst or in a similar role with demonstrated growth and proficiency
- Bachelor’s degree in Business, Information Technology, or a related field
- Strong understanding of technical capabilities and business processes in SaaS B2B environments
- Demonstrable experience with Professional Services, Customer Success, and Digital Success functions and tools
- Experience with PSA or project/work management tools (e.g., Rocketlane, Kantata, Certinia, Smartsheet, Asana, Monday, etc.)
- Experience with customer hubs (Gainsight, Totango, Catalyst, EverAfter, in-product guides, etc.)
- Technical experience with CS/GTM tools such as Gong, Gainsight, ChurnZero, Freshdesk, Certinia, Intacct, etc.
- Motivated, high-potential performer with demonstrated ability to influence and lead diverse teams and stakeholders
- Self-directed with the ability to solve complex problems and successfully manage ambiguity and unexpected change
- Excellent communication and interpersonal skills, with the ability to work directly with stakeholders in collaborative initiatives
- Exceptional analytical and problem-solving skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Business AnalystSaaSB2BProfessional ServicesCustomer SuccessDigital Successanalytical skillsproblem-solving skillstechnical capabilitiesbusiness processes
Soft skills
motivatedhigh-potential performerinfluencelead diverse teamsself-directedsolve complex problemsmanage ambiguityexcellent communicationinterpersonal skillscollaborative initiatives