IntelePeer · 4 hours ago

Customer Business Analyst (US Remote)

United States

Full-time

Remote

Mid Level

$90K/yr - $100K/yr

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MessagingPaaS

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Responsibilities

Articulate customer deal objectives (ROI, business outcomes, success criteria) with project deliverables and technical goals.

Highlight critical customer success objectives, fostering executive-level strategic thinking within Customer Success Managers (CSMs), Project Managers (PMs), and Sales Engineers (SEs).

Establish clear executive throughlines in projects, ensuring all activities align with customer business goals and success metrics.

Support the customer implementation process.

Be a strategic advisor who can balance executive priorities, technical needs, and deliverable execution.

Create reusable templates, frameworks, and tools for documents similar to Statements of Work (SOWs) to streamline customer engagements.

Design and implement a repeatable, scalable customer implementation process, reducing dependence on bespoke solutions.

Partner with cross-functional teams to create, test, and refine templates, methodologies, and features that elevate project success and drive customer satisfaction.

Develop polished workflows and tools to standardize and enhance implementation outcomes.

Collaborate closely with Sales, SEs, and CSM teams to identify and document critical customer deal objectives early in the sales cycle.

Act as a key advocate for implementation processes, ensuring alignment with customer expectations and the delivery of consistent, high-quality experiences.

Gather and analyze post-implementation feedback to iteratively improve processes and enhance customer satisfaction.

Lead initiatives to embed strategic focus within SE, CSM, Ops, and implementation teams.

Promote a culture of continuous improvement, ensuring the team remains focused on understanding and meeting customer business requirements.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Business AnalysisCustomer SuccessProcess DesignProject Management ToolsTeam MentorshipAdvanced DegreeCustomer Outcomes Focus