Business Systems Analyst - Customer Success

Job Description

UserTesting enables companies to put their customers at the center of every business decision by leveraging the power of human insights. The most advanced on-demand customer insights platform, UserTesting enables product managers, UX researchers and designers, marketers, and digital executives to connect with their exact target customer in a matter of hours and uncover actionable insights that drive ROI. More than 35,000 companies have adopted UserTesting to make smarter business decisions throughout the design and development of their digital experiences as well as in their marketing messaging and competitive positioning.
The Business Systems Analyst - Customer Success Tech will join our Business Systems Team to primarily support our Post Sales teams, including Customer Success, Professional Services and Support. This is a critical role, supporting teams who support our rapidly growing customer base. Your mission will be to ensure all SaaS systems leveraged by the post-sales teams are meeting the business and user requirements to support our business strategies and ensure systems are architected to be scalable and prevent business disruption. This role requires a baseline understanding of post-sales (Customer Success, Services) organizations. Responsibilities will include daily administration and operation of our SaaS solutions.
Specific Responsibilities:

• Maintain, troubleshoot, and implement the post-sales tech stack with a focus on Gainsight (required), Clarizen, Marketo, and ZenDesk. Additional systems to support may include Marketo, Salesforce, CPQ (Steelbrick), Skilljar, Intercom, Influitive, Outreach, DiscoverOrg, and ZoomInfo.
• Partner with the Post Sales Operations team, (Customer Success, Professional Services & Support) to ensure systems are meeting the teams’ business strategy requirements, document current systems and processes, develop business systems requirements, drive a holistic roadmap, and create project plans.
• Responsible for the Gainsight architecture and configuration
• General systems administrative duties, including user management, profiles, roles, permissions, assignment rules, capacity, storage management, large Data uploads, mass transfers, and managing data hygiene projects.
• Project management and execution on system integration and removal of obsolete managed packages required.
• Establish and implement best practices with regard to system maintenance, removal of technical debt, resolution of security vulnerabilities, ecosystem design, configuration, development, testing, data integrity, etc.
• Research and plan for changes in upcoming versions of SaaS solutions; provide recommendations when necessary to enhance efficiency and productivity. Support change management efforts.
  

Requirements:

• BA/BS in business/information systems, finance, math, a related field or equivalent work experience
• 5+ combined years of work experience between technical, IT, and/or systems administration roles.
• 3+ years Salesforce Admin experience. Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity.
• 3+ years supporting or working within a customer-facing team at a SaaS organization
  Gainsight expertise a very strong plus
• Experience with Marketo, ZenDesk, Project Manager solutions such as Wrike or Clarizen, and/or Skilljar a strong plus.
• Experience with Intercom, Outreach, Prospecting Solutions (DiscoverOrg, Zoominfo, etc) a plus.
• Experience with a PSA (Professional Services Automation)/Time Tracking/Project Management application a plus
• Ability to troubleshoot system errors and sync issues is highly desirable.
• Experience managing or helped manage software implementations
• Understanding of database concepts, end-points, webhooks and APIs
• Process-oriented, proactive and customer-focused
• Proactive about starting up and carrying out projects to gain efficiencies
• Self-motivated individual who is detailed oriented with the ability to quickly identify and correct errors or bugs and always looking for opportunities to optimize processes.
• Flexible and able to quickly act under pressure
• Attention to detail and thoroughness in completing work tasks
• Excellent time management and organization skills, with the ability to juggle multiple projects