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 Cadence: Build analytics and dashboards and facilitate presentation and review of customer success performance metrics on weekly/monthly/quarterly cadences. Serve as the quarterback for functional operations, enabling a single-source-of-truth with KPIs and partnering with leaders to understand and action on trends.
• Analyze and Surface Insights: Monitor analytics and provide actionable insights and recommendations that drive performance improvements in Customer Success and Professional Services. Use SQL and Excel experience to drive a deep understanding of customer health based on usage data, renewal dollars and churn analysis; Develop a regular cadence of predictive analytics.
• 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: Collaborate with cross-functional teams on data-centric initiatives, and act as a thought leader/partner in driving improvements across the business based on data-driven insights. Assist with business plan frameworks, including weekly forecasting, QBRs, ad hoc reporting and performance analysis.
• Build Scalable Operations: Drive efficiencies in existing processes and innovative ways of managing run-rate operations. Recommend reporting optimizations & recommendations to remove bottlenecks and inefficiencies in day to day work of the team. Assist in shifting the team towards self service. Create and maintain documentation in order for departmental team members to understand data and reporting.

You'll Enjoy This Role If You Have:

• 5+ years SaaS business operations and analytics experience, or directly relevant experience.
• Proven ability to interpret analysis and provide actionable insights and recommendations beyond the initial delivery of the data.
• Strong proficiency in Salesforce, SQL and Excel/Google Sheets.
• Proficiency in Gainsight, Kimble, Domo, and Data Warehousing experience is not required, but it 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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