Sr. CS Operations Business Analyst

$80,922 - $93,510/Yr

Pushpay - Redmond, WA

Full-time - Mid Level

Redmond, WA

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

As a Sr. Customer Success Operations Business Analyst at Pushpay, you will be instrumental in driving change and process improvement within the Customer Success department. Your role will involve understanding existing business processes, identifying gaps, gathering and documenting business requirements, and facilitating project discussions with stakeholders. You will collaborate with project managers to monitor project dependencies and risks, ensuring that processes and data are effectively managed to mitigate any identified gaps.

Responsibilities

• Work closely with stakeholders to understand business priorities regarding projects and processes.
• Transform business problems and requests into documented requirements using tools like Lucidchart and Confluence.
• Serve the Customer Success department by understanding critical requirements for new projects.
• Manage external communications and business-as-usual processes for the team.
• Partner with leadership and finance to identify trends and opportunities for improvement.
• Conduct in-depth analysis of Customer Success and revenue data to provide actionable insights.
• Function as a subject matter expert for Customer Success SaaS tools and processes.
• Monitor process adherence and advise managers on areas for improvement.
• Assist in re-engineering business and system processes to align with desired outcomes.
• Facilitate meetings and gather requirements across departments during project phases.
• Participate in testing, training, and documentation efforts.

Requirements

• 5+ years of Business Analyst and/or project management experience in a business operations-focused role.
• 3+ years of experience in data analysis and visualization.
• 3+ years of experience with Salesforce.com in an administrator, tester, or support role.
• Experience using or administering a Customer Success tool (e.g., Gainsight, ChurnZero).
• Proficient in Google Suite or similar software.
• Outstanding organizational, communication, and interpersonal skills.
• Ability to manage stakeholders and drive key decisions.

Nice-to-haves

• Experience with advanced Excel and SQL for data analysis and reporting.
• Strong collaboration skills and ability to work with all levels of staff.

Benefits

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee.
• 70% employer-paid premiums for Medical PPO Plan for employees and dependents.
• 401K match.
• Hybrid work model - 3 days in the office / 2 days remote each week.
• 12 paid Company Holidays.
• 2 paid Volunteer Time Off days.
• 15/20/25 days PTO, starting with 20 days, increasing with tenure.
• Paid parental and adoption leave.