Business Analyst
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Job Description
We are seeking a detail-oriented and customer-focused Business Analyst (BA) to join our Customer Success Management (CSM) team. The BA will play a critical role in bridging the gap between customer business objectives and our IT service delivery, ensuring successful adoption, measurable value realization, and identification of new business opportunities.Key Responsibilities
🔹 Customer Onboarding & Implementation Support
Conduct requirements gathering workshops with customers during onboarding.Document business needs, process flows, and technical specifications.Validate solution delivery aligns with agreed customer outcomes.Collaborate with CSMs and delivery teams for a smooth handoff post go-live.🔹 Customer Adoption & Value Realization
Analyze usage/adoption data to identify gaps, risks, and opportunities.Support CSMs in developing Joint Success Plans (JSPs) and defining measurable KPIs.Prepare dashboards/reports showcasing ROI and business outcomes.Participate in Quarterly Business Reviews (QBRs) with data-driven insights.🔹 Account Growth & Opportunity Identification
Capture “phase 2” or future requirements during customer interactions.Spot unmet needs and process gaps that could lead to new services.Log Customer Success Qualified Leads (CSQLs) for Sales/Account teams.Assist in building business cases for upsell/cross-sell opportunities.🔹 Advocacy & Continuous Improvement
Document customer success stories with measurable impact.Partner with Customer Marketing to create case studies and testimonials.Recommend process improvements to enhance customer experience.
Requirements
Experience: 3-5
Posted: 2025-09-04T06:43:27.63Z