Business Systems Analyst, Customer Success
Seismic, ranked as one of the Best Places to Work by Inc. Magazine, is a rapidly growing Forbes Cloud 100 company, and is consistently recognized as the category leader in sales enablement. Seismic unites marketing and sales teams in delivering the most compelling stories throughout a buyer’s journey. More than 600 customers, including American Express, Cisco and IBM rely on the world’s most powerful storytelling platform to connect the right buyer, with the right content, at the right time, every time.
Are you a Gainsight professional looking for an exciting new challenge? Do you have extensive experience strategizing with business stakeholders to develop solid solutions to meet growing business needs? If so, we have the opportunity for you! We are looking for a Business Systems Analyst who will be a key member of the Revenue Operations team and own our Gainsight implementation enabling us to provide a holistic customer journey.
Who You Are:
Extensive experience understanding business processes and needs with strong ability to translate business requirements into solid, best in class technical solutions
Passion for creating a frictionless end user experience
Experience working in an agile environment
Strong analytical and problem-solving skills
Highly detail oriented
Ability to prioritize work according to business needs and independently manage tasks to completion
What you will be doing:
Ongoing administration in Gainsight in an environment with about 200 CSMs
Partnering with leaders and Business Analysts in the Customer Success org to design, implement and build functionality in relevant systems, according to the business requirements
Partner with CS to support strategy for Playbooks, CTAs, Journey Orchestrator, as well as development of Tech Touch program
Make recommendations for improvements to systems and processes to make Customer Success workflows more efficient and automated
Design, build and support integrations of 3rd-party applications that need to interface with Salesforce and/or Gainsight
Support various campaigns, programs, and surveys throughout the customer lifecycle including onboarding, adoption, expansion and renewal. (using the Gainsight platform)
Ensure integrity of data relevant to Customer Success workflows
Partner with Sales and Deal ops teams to support the management of renewals and forecasting in Gainsight Renewal Center
Partnering with Enablement teams to ensure new CSMs are onboarded correctly and efficiently
Ensure operational stability and best practices for supported systems, processes & tools
Play a key role in strategic company initiatives, providing expert impact & gap analysis during requirements gathering, solution design and testing phases
Translate business requirements into best in class and scalable solutions
What you bring to the team:
Gainsight Certified Administrator
3+ years Salesforce administration (certifications a plus)
3+ years Gainsight CS administration, experience with PX, Renewal Center, Relationships, and NXT strongly preferred
Understanding of common data modeling concepts and technologies. (Database design, SQL, etc.)
Building integrations/automations with an integration platform like Workato
Excellence in providing end user support; ability to create technical documentation
Familiarity with SaaS contract concepts and/or structures, SaaS metrics
What we have for you:
Generous PTO, paid holidays, and paid sick leave
Competitive Medical, Dental and Vision Plans
Robust 401(k) fund options with company matching
Catered meals, happy hours, healthy snacks, and coffee bar
Seismic Cares volunteer program
#OneSeismic culture that celebrates wins, encourages autonomy, ownership, and transparency
Headquartered in San Diego and with more than 1,000 employees across the globe, Seismic is backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Our board of directors is composed of several industry luminaries including John Thompson, Chairman of the Board of Directors for Microsoft.
Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.