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.
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