Business Systems Analyst - Customer Success
Confluent, Colombia

At Confluent, we’re creating a category that transforms how every company manages and streams data. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s Confluent in actiongiving our customers instant access to massive amounts of real-time data, enabling them to thrive in an ever-changing digital world. As one of the fastest-growing enterprise companies in history, and with Fortune 100 customers across major industries, we have a tremendous opportunity in front of us. We also have experience on our side. Our leaders have taken companies of our size to major success before and include some of the original creators of Apache Kafka.
We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s unlimited potential. Chart your own path and take healthy risks with the backing and support of our #OneTeam culture. Be part of inclusive initiatives like Employee Resource Groups and development programs, and take advantage of benefits that support our diverse global teams. Grow as we growwhether you’re just starting out or managing a large team, you’ll be amazed at the magnitude of your impact.
About the Team:The Business Systems team’s mission is to drive a coherent, integrated backbone of supporting software systems that is architected for growth, efficiency, and scale. The team is responsible for the overall global information strategy including systems design, architecture, and roadmap. The Business Systems team is an agile organization which helps improve company efficiency and support strategic business initiatives in partnership with its respective business stakeholders.
About the Role:The Customer Success Business Systems Analyst role will be responsible for leveraging business process understanding to capture and assess user requirements to deliver holistic solutions that meet team/company goals. You will be part of a core team responsible for designing, building and maintaining the Customer Success system and related technologies for the Customer Success department.Responsibilities

• Work with business partners to administer Confluent’s instance of the Customer Success system/platform
• Provide production support for Customer Success system/platform issues
• Work with business partners and own the end to end delivery of the Customer Success system/platform improvements, which includes documenting user stories, demoing solution designs, configuring, testing and releasing changes into a Production environment.
• Deliver as a core member of a team responsible for the design, development, testing and release of enhancements and projects on the Customer Success system/platform
• Triage new requests and set appropriate delivery expectations with business partners
• Contribute to cross functional projects that involve integration between the Customer Success platform and other business systems
• Contribute to the delivery process evolution for Business Systems, and remain open to adopt policy and process changes in a fast moving environment
• Develop detailed project plans to monitor and track progress
• Provide regular project status updates to stakeholders

Qualifications

• 1+ years delivery experience with Customer Success systems such as Gainsight, ChurnZero, Totango
• 1+ years delivery experience with Salesforce.com.
• Understanding of enterprise software professional services processes
• Solid agile delivery, project management, and relationship management skills
• Outstanding communication and interpersonal skills with a strong customer service attitude.
• Ability to clearly articulate to and engage with operational leads and management
• Understanding of use case modeling, and process modeling
• Strong communication, presentation, documentation, and program management skills
• Strong problem solving, critical thinking, and analytical skills to set up and interpret logic, data tables, and rule relationships
• You have the desire to learn and apply new technologies
• Ability to self-train quickly and pick up new skills as necessary

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At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.
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