Sr. Business Solutions Analyst / Scrum Master
Location: San Jose CA onsite
Primary Platform: Gainsight NXT (Customer Success Management)
Position Overview
We are seeking an experienced and motivated Senior Business Solutions Analyst (BSA) and Team Lead to join our Customer Success Management (CSM) technology team.
This position will lead a cross-functional team of 6 10 members, serving as both a delivery leader and business systems expert.
The role focuses on enabling scalable solutions on the Gainsight NXT platform, integrating with enterprise technologies, and advancing AI adoption to enhance the customer success experience.
The ideal candidate possesses strong leadership capabilities, deep Customer Success process knowledge, and a proven ability to translate complex business requirements into effective technical solutions.
Key Responsibilities
- Lead the design, configuration, and administration of Gainsight NXT
- Rules Engine
- Workflows
- Playbooks
- CTAs
- Success Plans
- Dashboards
- Data Model Optimization
- Drive platform integration and data management with:
- Microsoft Dynamics
- Microsoft Azure
- Databricks
- SnapLogic
- Ensure data quality, accuracy, and actionable business insights.
- Translate business requirements into:
- Functional designs
- Process workflows
- Technical specifications
- Design scalable Customer Success processes including:
- Customer Health Scoring
- Playbooks
- Lifecycle Automation
- Sentiment Analysis
- Lead AI adoption within the Customer Success platform using:
- Predictive Insights
- Automated Recommendation Engines
- Advanced Analytics
- Coordinate with cross-functional stakeholders and maintain alignment across all teams.
Required Skills
Hands-on expertise with Gainsight NXT
Deep understanding of:
- Data Model
- Configuration
- Administration
- Rules Engine
- Workflows
- Playbooks
- Success Plans
- CTAs
- Dashboards
Experience integrating Gainsight with:
- CRM
- Middleware
- Data Warehouse platforms
Experience
- 7+ years in:
- Business Systems Analysis
- Solution Design
- Business Architecture
- SaaS or Enterprise Software experience preferred.
Technical Skills
Experience with:
- Microsoft Dynamics
- Microsoft Azure
- Databricks
- SnapLogic
- Middleware / iPaaS Platforms
Strong understanding of:
- Complex Data Models
- Business Process Design
- Cross-system Integrations
Leadership
- Team Leadership
- Coaching
- Mentoring
- Agile Delivery
- Scrum Leadership
Soft Skills
- Strong analytical and problem-solving skills
- Strategic planning
- Excellent written and verbal communication
- Ability to communicate with both technical and business stakeholders
AI
Interest and experience in:
- AI-driven Automation
- Customer Success Analytics
- Predictive Intelligence
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