About the role:
The Business Systems Analyst (BSA) - Customer Success will be responsible for the maintenance and development of flexible and scalable solutions across the Customer Success tech stack with a focus on the Gainsight platform. This role requires that you understand the broader Customer Success business model and processes as well as have technical comfort around CRM design and development best practices. A successful Analyst will be able to gather requirements within the broader business framework and apply them to the delivery of business solutions. The Analyst will work with technical and cross-functional business teams to implement enhancements, projects, and resolve incidents. It requires a combination of analytical, technical, business acumen, and communication skills.
This is a multi-faceted role where you will work cross-functionality with our Customer Success, Go-to-Market Systems (Salesforce), Integrations (Finance technical team), Sales Operations, Product, Growth, Marketing, and Finance teams. The location of this position is flexible, either in our San Francisco HQ, Atlanta office, or fully remote.
The Customer Success team is responsible for onboarding, training, and ensuring that our customers are seeing the value of the Samsara platform from first purchase through to renewal and beyond. The System Analyst’s mission is to improve efficiency, reliability, and scalability of our internal systems to enable our customer success team to delight, retain, and expand our customer base.
You should apply if:
- You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
- You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
- You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.
Click here to learn more about Samsara's cultural philosophy.
In this role, you will:
- Work on Samara Customer Success’s CRM and integrations with other point solutions and key business systems
- Partner with Customer Success and other cross-functional business stakeholders to understand requirements, develop strategies to meet architecture/technology needs, and provide/execute on technical designs
- Provide technical support to end-users, troubleshooting hardware and software issues, answering user questions, and resolving technical problems in a timely manner
- Assist in systems development by supporting Admins in gathering requirements, and translating business needs into technical solutions
- Be hands-on with all aspects of our CS CRM operations, including:
- Designing business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers
- Maintaining responsibility for integration builds/maintenance
- Managing deployments of new data fields or processes to production
- Setting and upholding standards for performance of automation and campaigns
- Launching system updates
- Deploying releases and security requirements
- Complete quality assurance and testing by runs scripts and/or runs manual testing of new systems changes. Conducting regular audits and quality checks on the data within the CS tech stack to ensure accuracy and consistency
- Champion, role model, and embed Samsara’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices
Minimum requirements for this role:
- 2+ years experience in CRM administration and development, previous Gainsight or Customer Success platform experience preferred
- Experience with data integrity, data quality, data migration and data maintenance
- Experience designing test plans, performing unit testing, and launching projects effectively on tight timelines
- Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
- Excellent critical thinking skills with the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Effectively communicate vision, strategy, and statuses of projects to leadership and internal stakeholders
- Bachelor’s degree from a 4-year institution
