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GTM Customer Success Sr. BSA

4 months ago

San Francisco, California, United States Fastly Full time

Fastly helps people stay better connected with the things they love. Fastly's edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers' applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly's customers include many of the world's most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

We're building a more trustworthy Internet. Come join us.


Sr Business Systems Analyst, Customer Success

Fastly Business Systems team is looking for a Senior Business Systems Analyst, Customer Success. The Customer Success organization includes Account Management, Professional Services and Customer Support functions. The Senior Business Systems Analyst integrates strategic thinking, problem-solving skills and cross-functional collaboration to execute on the Customer Success strategy, drive innovation and business results. Utilize past experience to analyze business needs, partner with Customer Success teams to recommend, implement optimizations and Customer Success technology tools.

What You'll Do:

  • Collaborate with SMEs, senior leaders and business users/stakeholders to understand the Customer Success organizations goals and ensure that project outcomes effectively meet strategic and tactical needs
  • Analyze the current state and effectiveness across the Customer Success processes and implement solutions to automate and improve efficiency through introducing newer and enhancing existing Customer Success technology solutions
  • Be responsible for understanding the entire business motions for Customer Success, Professional Service and Customer Support functions to recommend solutions to processes as our business scales
  • Be the 'go to' person for implementation and the day-to-day operation of various Customer Success technology platforms
  • Translate Business Requirements into Solution Design documents, socialize and gain formal approvals from stakeholders
  • Write detailed test scripts and manage successful User Acceptance Testing
  • Collaborate with Customer Success, Professional Service, Customer Support, Analytics and other technology teams to build a cohesive and unified view of Customer Success data
  • Partner with developers and program managers to establish timelines and ensure delivery of projects and requests.
  • Identify time-consuming internal processes and assist in building reliable and scalable solutions to automate them.
  • Manage fast-changing priorities in a dynamic environment to deliver the most impactful solutions to business stakeholders

What We're Looking For:

  • Bachelor's degree in business, management information systems, computer science, or related field
  • 8+ years experience as a Business Systems Analyst or Product Owner in the Revenue and/or Customer Support domains
  • Experience with business analysis and business process improvement, preferably in a high-growth enterprise SaaS environment
  • Be great at writing requirements, user stories, strong acceptance criterias, be able to clearly articulate strategies and work with the development teams to communicate and develop solutions
  • Customer Success technology stack experience for automation, analytics and intelligence processes.
  • Experience in process and system development in the following tools: Salesforce, Outreach, Salesloft, Zendesk, Gainsight, Slack Apps & Workato
  • Experience in various methodologies for planning and executing application development, enhancement or support
  • Self-motivated, creative person with analytical, problem-solving, organizational, and interpersonal skills and the ability to adapt quickly to shifting priorities
  • Basic understanding of database and integration approaches.
  • Be able to write medium complexity SQL queries

We'll be super impressed if you have experience in any of these:

  • The following certifications: Scrum Master or PMP
  • Marketo, Workato, Gong, Jira

Work Hours: This position will require you to be available during core business hours.

Work Location(s) & Travel Requirements:

This position is open to Hybrid Work Locations.

The preferred locations for this position are:

  • San Francisco, California
  • Denver, Colorado
  • New York, NY

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

This position may require travel as required by your role or requested by your manager.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated salary range for this position is $119,880 to $166,500.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly's equity and discretionary bonus programs.

Benefits:

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?

We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2024, we offer 10 paid local holidays, 11 paid company wellness days.


Why Fastly?

  • We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
  • We love distributed teams. Fastly's home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. As a new hire, you will be able to attend our IN-PERSON new hire orientation in our San Francisco office It is an exciting week-long experience that we offer to new employees to build connections with colleagues across Fastly, participate in hands-on learning opportunities, and immerse yourself in our culture firsthand.
  • We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
  • We are passionate. Fastly is chock full of passionate people and we're not 'one size fits all'. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We're always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply A fully completed application and resume or CV are required when applying.

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at or

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