Principal Salesforce Business Systems Analyst for Customer Success and Enablement - Driving Business Growth through Technology and Process Optimization

Introduction to blithequark At blithequark, we empower individuals and organizations to unlock their full potential and drive meaningful change. As a leader in the social and corporate impact space, we are dedicated to delivering innovative solutions that make a lasting difference. Our commitment to excellence and customer satisfaction has earned us a reputation as a trusted partner for nonprofits, educational institutions, and socially responsible companies. We are now seeking a highly skilled Principal Salesforce Business Systems Analyst to join our team and play a key role in driving customer success and business growth. Job Overview The Principal Salesforce Business Systems Analyst will be responsible for supporting the Leadership Team of Application Services and focusing on the Customer Success organization. The successful candidate will provide systems and processes to ensure successful onboarding, adoption, operational effectiveness, support, and retention of blithequark customers throughout the customer journey. This will involve working closely with cross-functional teams to identify business needs, develop and implement customer success processes, and optimize the use of existing tools, including Salesforce ecosystems. Key Responsibilities Partner with cross-functional departments to uncover business needs and understand how to best leverage core customer-lifecycle management systems, such as Gainsight, Salesforce, Workday, etc. Support business strategy development for the services teams and manage mapping, documenting, and implementing customer success processes Prepare preliminary project documentation pertinent to business objectives, summarizing the goals of the business process change and expected business benefits Analyze different technology solutions/approaches, recommend best practice-driven approaches, and develop and prioritize user stories to drive system requirements Participate in sprint planning, design reviews, and sprint reviews to ensure that business processes are properly supported, and engage with the application team to ensure technical design meets functional objectives in Azure DevOps (ADO) Perform data reviews/audits, identify specific performance improvement opportunities, and facilitate successful testing and launch activities, including UAT, regression testing, and internal/external readiness and change management Requirements and Qualifications To be successful in this role, you will need to have: 8+ years of professional experience in Business Analysis, preferably in a role focused on Customer Success and Enablement utilizing Salesforce-related technologies and solution design Strong understanding and experience with Salesforce Service Cloud and Customer Success technology Strong understanding or experience with process definition methodologies Familiarity with application tracking analytics and processes Knowledge of Azure DevOps (ADO) and SAFe, Agile, or Scrum 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 Ability to deliver work that meets minimum standards of quality, security, and operability Preferred Qualifications Experience working in a fast-paced, dynamic environment with multiple stakeholders and priorities Strong communication and interpersonal skills, with the ability to effectively collaborate with technical and non-technical teams Proven track record of driving business growth and improving customer satisfaction through process optimization and technology implementation Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop creative solutions Skills and Competencies The successful candidate will possess a unique combination of technical, business, and interpersonal skills, including: Strong technical skills, with expertise in Salesforce, Azure DevOps, and other relevant technologies Business acumen, with a deep understanding of customer success and enablement principles Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop creative solutions Ability to work in a fast-paced, dynamic environment with multiple stakeholders and priorities Career Growth and Development At blithequark, we are committed to the growth and development of our employees. As a Principal Salesforce Business Systems Analyst, you will have access to a range of training and development opportunities, including: Professional development programs, such as mentorship, coaching, and training sessions Opportunities to attend industry conferences and events Access to a range of online courses and tutorials Regular feedback and performance reviews to help you grow and develop in your role Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote-first company, we offer a flexible work environment that allows you to work from anywhere, at any time. Our culture is built on a set of core values, including: A commitment to excellence and customer satisfaction A passion for innovation and creativity A focus on teamwork and collaboration A dedication to diversity, equity, and inclusion Compensation and Benefits We offer a competitive compensation package, including a salary range of $117,200.00 to $157,500.00, depending on experience and qualifications. Our benefits package includes: Medical, dental, and vision insurance Remote-first workforce 401(k) program with employer match Flexible paid time off Generous parental leave Volunteer for vacation Opportunities to connect and build community and belonging Pet insurance, legal and identity protection Tuition reimbursement program Conclusion If you are a motivated and experienced business systems analyst looking to drive business growth and improve customer satisfaction, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to making a positive impact and empowering our employees to reach their full potential. Join our team and be part of a dynamic and innovative organization that is changing the world. To apply, please visit our careers page at https://careers.blithequark.com. We look forward to hearing from you!