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Sr. Business Analyst, Professional Services & Digital Success at restaurant365
restaurant365Remote·19h ago
SeniorFull-timeGit
Salary Range
$116,000 - $174,000 /year
About the Role
The Business Analyst, Professional Services and Digital Success owns and evolves the Customer Success technology ecosystem, establishing standards, frameworks, and operating models that enable consistent, scalable delivery across Professional Services and Digital Success. This role leads complex, cross-functional initiatives and ensures solutions remain effective as business needs grow and change.
Key Responsibilities
- →Provides functional leadership across Professional Services, Digital Success, and technical teams by defining and documenting standards, best practices, and repeatable approaches
- →Establishes and documents standardized onboarding playbooks, journeys, and system patterns for consistent customer experiences at scale
- →Owns the end-to-end implementation and ongoing evolution of the Professional Services, onboarding, and Digital Success operating model
- →Maintains ownership of complex, multi-team initiatives, ensuring solutions meet evolving business needs
- →Engage directly with teams to gather, analyze, and document requirements and feedback
- →Partner with Digital Success PM to operationalize project templates, playbooks, and other technical components
- →Maintain and prioritize a backlog of enhancements, integrations, and new builds
- →Acts as the hands-on technology owner for PSA and Digital Success platforms
- →Support object and field administration, including security and access
Requirements
- ✓8-12 years of relevant experience as a Business Analyst or in a similar role
- ✓Bachelor’s degree in Business, Information Technology, or a related field
- ✓Strong understanding of technical capabilities and business processes in SaaS B2B environments
- ✓Demonstrable experience with Professional Services, Customer Success, and Digital Success functions and tools
- ✓Experience with PSA or project/work management tools (Rocketlane, Kantata, Certinia, Smartsheet, Asana, Monday)
- ✓Experience with customer hubs (Gainsight, Totango, Catalyst, EverAfter)
- ✓Technical experience with CS/GTM tools (Gong, Gainsight, ChurnZero, Freshdesk, Certinia, Intacct)
- ✓Motivated, high-potential performer with demonstrated ability to influence and lead diverse teams
- ✓Self-directed with the ability to solve complex problems and manage ambiguity
- ✓Excellent communication and interpersonal skills
- ✓Exceptional analytical and problem-solving skills
