Senior Business Systems Analyst, Customer Operations

Blackbaud

. Support the Leadership Team of Application Services, focusing on customer operations and customer success .

Posted 9/17/2026full-timeRemote • United StatesSenior💰 $87,700 - $114,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Salesforce Administration and Configuration, with a strong focus on Customer Success solution design and process definition methodologies. Proficient in data analysis and utilizing metrics for decision-making to enhance customer operations and success.

Highest-signal resume keywords

Salesforce Administration & ConfigurationCustomer Success Solution DesignData AnalysisProcess Definition MethodologiesMicrosoft Visio

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SalesforceCustomer Success TechnologyProcess DefinitionData AnalysisSystem ConfigurationUser Story DevelopmentPerformance ImprovementOperational EfficiencyDocumentation DesignWorkflow Design

Soft Skills

CollaborationCommunicationAnalytical ThinkingProblem-SolvingStrategic Planning

Tools & Technologies

Salesforce EcosystemGongCertiniaGainsightMicrosoft Visio

Industry Keywords

Customer OperationsCustomer JourneyCustomer Health ScoresAdherence MonitoringCross-Functional Collaboration

About the role

Key responsibilities & impact

Support the Leadership Team of Application Services, focusing on customer operations and customer success
Ensure adoption, operational effectiveness, and renewals throughout the customer journey
Collect current policies and procedures, business requirements, and operational efficiency improvements
Design workflows, documentation, education, and adherence monitoring efforts
Ensure optimal usage of Salesforce Ecosystems, Gong, and Certinia
Partner with cross-functional departments to understand business needs and impacts on Gainsight and core customer systems
Support services-team strategy development and manage customer success process mapping, documentation, and implementation
Determine contributors to customer health and configure customer health scores
Prepare preliminary project documentation describing business-change objectives and expected benefits
Analyze technology solutions and recommend best-practice approaches
Develop and prioritize user stories aligned with business process changes and technical designs
Participate in sprint planning, design reviews, and sprint reviews
Drive system configuration, development, and enhancements with the application team
Use metrics and system-derived analytics for fact-based decision-making
Conduct data reviews and audits to identify performance improvement opportunities

Requirements

What you’ll need

5+ years professional experience in Salesforce and Customer Success solution design
Strong understanding and experience with Salesforce and Customer Success technology; Gong experience preferred
Experience with Salesforce Administration & Configuration
Strong understanding or experience with process definition 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

Benefits

Comp & perks

Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program