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.
