Lead cross-functional initiatives and enhance Customer Success processes through established standards and frameworks, ensuring scalable solutions meet evolving business needs.
The Sr. Business Analyst, Professional Services and Digital Success owns and evolves the Customer Success technology ecosystem, establishing standards, frameworks, and operating models that enable consistent, scalable delivery across Professional Services and Digital Success. This role leads complex, cross-functional initiatives and ensures solutions remain effective as business needs grow and change.
How you'll add value:
Deep understanding of Customer Success, from internal processes to the customer journey through the lens of the customer experience
Fluency in engagement models - high-touch vs low/tech-touch, pooled CSM models, “white glove” vs self-serve programs
Provides functional leadership across Professional Services, Digital Success, and technical teams by defining and documenting standards, best practices, and repeatable approaches that guide how solutions are designed and implemented to ensure consistency and scalability across teams
Establishes and documents “we want better onboarding” into standardized onboarding playbooks, journeys, and system patterns that are reused across teams to ensure consistent customer experiences at scale
Owns the end-to-end implementation and ongoing evolution of the Professional Services, onboarding, and Digital Success operating model through technology, ensuring scalability, adoption, and continuous improvement across teams
Maintains sustained ownership of complex, multi-team initiatives, ensuring solutions continue to meet evolving business needs and are adopted consistently over time
Engage directly with the Professional Services and Digital Success teams to gather, analyze, and document requirements and feedback
Partner closely with the Digital Success PM, gathering requirements and operationalize project templates, playbooks, customer-facing layouts, journeys, and other technical components
Maintain and prioritize a backlog of enhancements, integrations, templates, and new builds based on impact and effort
Acts as the hands-on technology owner for PSA and Digital Success platforms, responsible for implementation, configuration, administration, and long-term system health
Support object and field administration, including security and access for users and customers
Familiarity with CRM integrations and other integrations to create a cohesive techstack
Other duties as assigned
What you'll need to be successful in this role:
8-12 years of relevant experience, including proven experience as a Business Analyst or in a similar role with demonstrated growth and proficiency
Bachelor’s degree in Business, Information Technology, or a related field
Strong understanding of technical capabilities and business processes in SaaS B2B environments
Demonstrable experience with Professional Services, Customer Success, and Digital Success functions and tools
Experience with PSA or project/work management tools (e.g., Rocketlane, Kantata, Certinia, Smartsheet, Asana, Monday, etc.)
Restaurant365 is a cloud-based, all-in-one, restaurant management software platform for successful restaurant operation. It connects to POS, payroll, vendors and banks. Schedule a demo today.
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