Principal Salesforce Business Systems Analyst, Customer Success

Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software exclusively dedicated to powering social and corporate impact , expand what is possible across the nonprofit and education sectors, at companies committed to social responsibility, and for individual change makers.

The Principal Business Systems Analyst role supports the Leadership Team of Application Services and will focus on supporting the Customer Success organization by providing systems and processes to ensure successful onboarding, adoption, operational effectiveness, support and retention of Blackbaud customers throughout the customer journey.  Examples include data integrations, product usage, customer relationship management, health monitoring and helping identify expansion opportunities for the Blackbaud products. The analyst will work with a team of resources in collection of current policy and procedures, business requirements, discovery of operational efficiency improvements, workflow design, documentation, education, and adherence monitoring work efforts. The analyst will also seek to ensure optimal usage of the existing tools which support the customer operation organization including Salesforce ecosystems.

What you'll do::

• Partner with cross functional departments to uncover business needs and understand how to best leverage our core customer-lifecycle management systems such as Gainsight, Salesforce, Workday, etc.
• Support business strategy development for the services teams and manage mapping, documenting, and implementing customer success processes 
• Prepares preliminary project documentation pertinent to the business objectives, summarizing the goals of the business process change and expected business benefit, which are then used as inputs to functional design 
• Analyze different technology solutions/approaches, which may include reviews of different market solutions and/or internal solutions; recommend best practice driven approach
• Develop and prioritize user stories to drive system requirements, aligned with and enabling business process change; able to engage with application team in discussion to ensure technical design meets functional objectives in Azure Dev Ops (ADO)
• Participates in sprint planning, design reviews and sprint reviews to ensure that business processes are properly supported; responsible for updated proposed workflows 
• Performs Data review / audits, identify specific performance improvement opportunities (system performance, functional performance, user performance, etc.) 
• Facilitate successful testing and launch activities including UAT, Regression testing and internal/external readiness and change management

What you'll bring: 

• 8+ years professional experience in Business Analysis, preferably in a role focused on Customer Success and Enablement utilizing Salesforce-related technologies and solution design 
• Strong understanding and experience with Salesforce Service Cloud and Customer Success technology 
• Strong understanding or experience with process definition methodologies 
• Familiarity with application tracking analytics and processes
• Knowledge of Azure Dev Ops (ADO) and SAFe, Agile, or Scrum Methodologies.  
• Highly proficient with Microsoft Visio and/or other modeling tools
• Knowledge of data analysis to support proposed process definition, monitor adherence, and communicate performance results 
• Ability to deliver work which meets minimum standards of quality, security, and operability.

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Blackbaud is a remote-first company which embraces a flexible remote work culture.  Blackbaud supports hiring and career development for all roles from the location you are in today!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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Benefits Include:

• Medical, dental, and vision insurance

• Remote-first workforce

• 401(k) program with employer match

• Flexible paid time off

• Generous Parental Leave

• Volunteer for vacation

• Opportunities to connect to build community and belonging

• Pet insurance, legal and identity protection

• Tuition reimbursement program