Business Systems Analyst - Gainsight

Profile

See yourself at Twilio
Join the team as our next
Business Systems Analyst; Services Operations
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help
companies and developers worldwide
build better applications and customer experiences.
Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports
diversity, equity & inclusion
wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
This position is needed to
bring our Customer Success teams to the next level with systems, tools and automated workflows that improve their productivity. Twilio is seeking a Business Systems Analyst with strong application configuration, system architecture, and workflow building skills. In this role, you will partner with our Customer Support, Professional Services and Customer Success teams to understand their business needs and deliver appropriate systems solutions. You will work closely with our program managers, data, systems and engineering teams to enable world-class experiences for our customers and internal business teams at Twilio. You will have the expertise to design and configure enterprise systems for scale and long-term growth. The ideal candidate has experience with the administration and management of Gainsight for Customer Success, apart from other Software-as-a-Service (SaaS) systems such as Salesforce, Cloud Coach and/or Zendesk.
Responsibilities
In this role, you’ll live the Twilio Magic:
Be an Owner:
Own administration functions within Gainsight including but not limited to user and security management, object customizations, process automations, fields/relationships, workflow rules, page layouts, validation rules, email templates, custom buttons and app installations, configurations and integrations
Live the spirit of Challenge :
Design Gainsight dashboards, reports, and tools to enable customer journey tracking
Seek Progress over Perfection:
Design, implement, and evolve Gainsight playbooks, calls to actions and other automations around C360 to improve customer outcomes, retention, expansion, renewals, and risk mitigation
Wear the Customers’ Shoes :
Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams.
Think Long Term:
Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Gainsight to improve client / customer experience
Earn Trust:
Collaborate with other Business Analysts/ teams / functional groups to ensure cross functional alignment across Customer Success, Account Management and Technical Account Management
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
3 years of experience with the system design and configuration of Gainsight NXT
Knowledge of configuring playbooks, CTAs
, reports and dashboards within Zendesk
Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality.
Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs. Familiar with industry standards, and curious about new applications and technologies.
Technically savvy and preferably have experience with APIs, communications, enterprise software, and/or cross-channel systems.
Desired:
Gainsight NXT Administrator Certification is preferred,
Experience with administration of Salesforce, Cloud Coach or Zendesk is a plus.
Hands-on experience working in a customer support or services organization with
understanding of common business practices and customer engagement touchpoints for customer-facing roles
Excellent written and verbal communication skills. Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions
Location
This role will be
100% remote, based in the US
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call
Twilio Magic
. Additionally, we empower employees to build
positive change in their communities
by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn't what you're looking for,
please consider other open positions
(Location dependent information)
*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.
*If you are a Colorado applicant:
The estimated pay range for this role, based in Colorado, is
$90,320 - $112,900
Additionally, this role is eligible to participate in Twilio's equity plan.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
#LI-Remote

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