At Salsify, data and process are critical to driving our business. The Senior Business Analyst will partner closely with the CS & Services teams to leverage the right data to optimize insights and productivity across the organization. In this role, you will blend strategic thinking with on-the-ground execution to deliver solutions that meet business needs, drive efficiency, and fuel the growth and the scalability of the company.

With a focus on operational excellence, analytical and quantitative thinking, you will work with the Customer Success & Services teams to develop key processes that drive optimization across the funnel and throughout a customer's lifecycle. The Senior Analyst candidate should have a deep desire to understand the “whys” of the data, an innate curiosity and ability to problem solve, and a solutions-oriented approach that drives positive outcomes.

How You'll Make an Impact:

• Manage Operational Processes: Support CS and Services in ongoing operational activities aligned to overall business objectives. Schedule and deploy resources with a mindset of assigning the right resources to the right project, maximizing gross margin, and meeting utilization targets.
• Drive Automation and Efficiency: Optimize customer engagement, satisfaction, and retention through the strategic use of automation and data-driven insights. This will involve expanding on current tool capabilities by automating various tasks, communications, and workflows to enhance the overall customer experience.
• Build Scalable Processes: Act as a change agent by communicating and enabling the CS and Services team on process improvements. This includes ensuring documenting process standards to streamline operations and maintain compliance. Work closely with the partners and service line leaders to track and plan holistically, considering prospective (pipeline) work, active engagements, and internal initiatives/training
• Ensure Data Quality: Implement regular data, governance and hygiene/quality processes for support. Proactively monitor and maintain high levels of quality, accuracy, and process consistency, and identify opportunities for improvement.
• Partner on Strategic Projects: Act as a business partner to key Customer Success and Services managers; Stay up to date with operations and industry trends and best practices, bringing innovative ideas and solutions to enhance customer experience operations.

You'll Enjoy This Role If You Have:

• 5+ years business operations and analytics experience, or directly relevant experience.
• Ability to gain knowledge of the internal and external business environment quickly and effectively. Knowing the business will be essential in being successful in this role.
• Possesses an opportunistic, solution-oriented mindset that supports development of best practices and delivery standards.
• Proficiency in Salesforce and Excel.
• Proficiency in Gainsight and Kimble is not required, but is preferred.
• Able to serve as a trusted advisor to internal stakeholders and teams.
• Highly organized and accountable; Able to develop, manage, and communicate status of projects across teams in support of a common goal.
• Incredible tenacity, passion, and an innate sense of curiosity.
• Extremely strong intrapersonal skills: Must be sharp, energetic, assertive and results-oriented.
• Stakeholder empathy: Demonstrated ability to collect stakeholder feedback, deeply understand their pain points, and meet them on their level to drive solutions.
• Passionate about solving unmet needs of department leaders and delivering projects that they love using to accomplish their goals.

Organizational Alignment:

• Reports to the Director of Customer Operations
• Business partner to CS & Services -- Fosters close, cooperative relationships with managers and department support personnel

What We Have for You:

• Competitive Salary
• Equity
• Unlimited Vacation
• Medical, Dental and Vision Insurance (Multicare)
• Life Plan
• Meal Allowance
• Referral Bonuses

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