The Customer Success Business Systems Analyst will play an important role on our Customer Success Operations team in helping us scale our customer success offering and optimize the processes for our Customer Success teams (CSM, Advisory Services, Renewals). This position will support our Customer Success business processes and systems, with a heavy emphasis on Gainsight. In this role, you will strategically partner with our CS teams to provide best practices and solutions, understand process pain points, capability gaps, future-state vision, business goals and OKRs, and collaborate with your business stakeholders on the development of the our Gainsight roadmap. Successful candidates will be able to turn data into information and help drive usage of Gainsight to improve overall CS efficiency and customer experience. This role may also help in the Gainsight configuration and implementation of these projects.
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- Partner with cross-functional teams to learn their business needs and how they may impact core systems and provide best practices and solutions
- Identify automation and optimization opportunities across the customer lifecycle
- Help with implementation, architecture, and configuration of Gainsight
- Ongoing analysis, development and implementation of scalable and controlled business processes, including the development of playbooks, calls to action, and overall usage of the software platform to ensure CS teams are operating at their highest productivity in supporting our customer base
- Serve as a point of contact and subject matter expert on Gainsight and Atlassian CS operations to address process, policy or system questions & issues
- Make recommendations to improve data governance and process efficiencies through development and adoption of best practices and standardized procedures
- Work closely with other system administrators, data engineers, business analysts and other business stakeholders on system architecture (including APIs and data connectors) that support the company's business and analytical needs
- Help determine the most significant contributors to overall customer health and learn how to configure and develop customer health scores utilizing various data inputs
- Provide day-to-day end user support to all levels of the organization
- Help develop reports, dashboards, and analysis
- Coordinate internally to help identify the sources, metrics, frequency, and granularity of data needed for effective and insightful business intelligence
- Lead and manage Gainsight training
- Certified as a Gainsight Admin with 2+ years experience
- 4+ years of Customer Success Operations in a SaaS organization
- Strong understanding of Rules Engine, Journey Orchestrator, Customer Objects and Customer Health design
- Strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail
- Understanding of data management principles / query language, adept at queries, report writing, and presenting findings
- Proven success designing and building technical solutions
- Experience creating technical end user documentation
- Experience with project management and agile methodologies
- Ability to manage competing priorities and shift focus when necessary
- Ability to translate business requirements into prioritized technical roadmaps
- Proficient in Salesforce
- Excellent communication skills
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $150,300 - $200,400
Zone B: $135,300 - $180,400
Zone C: $124,800 - $166,400
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.