Note: The job is a remote job and is open to candidates in USA. UKG is a leading Workforce Operating Platform that focuses on enhancing workforce understanding. They are seeking a Senior Business Systems Analyst to optimize and administrate their Customer Success platforms, primarily Gainsight and Staircase AI, while translating operational needs into scalable solutions.
Responsibilities
- Serve as a strategic advisor to Customer Success leadership, recommending system enhancements and process improvements that align with overarching business goals
- Track, measure, and report on the ROI of system implementations
- Ensure tools like Gainsight and Staircase AI are directly contributing to critical CS metrics (e.g., NRR, GRR, health scores, and user adoption)
- Design and implement future-state AI agents and automated workflows for customer engagement and scale
- Act as the primary technical owner for Gainsight and Staircase AI, overseeing daily administration, user management, configuration, and optimization
- Manage complex data integrations, API connections, and automation rules to ensure seamless data flow between our CRM, product databases, and CS platforms
- Lead end-to-end system implementations, upgrades, and feature rollouts using agile project management methodologies
- Manage timelines, scope, and deliverables effectively
- Build strong relationships with cross-functional partners in CS, Sales, Product, and IT
- Facilitate requirements-gathering sessions and translate business needs into technical specifications
- Develop documentation, conduct training sessions, and foster user adoption of new system features and AI capabilities across the Customer Success organization
- Advanced proficiency in configuring, administrating, and architecting solutions in Gainsight
- Strong experience or familiarity with AI-driven CS tools like Staircase AI (or similar platforms)
- Exceptional communication skills with proven experience managing expectations, influencing decisions, and presenting technical concepts to executive leadership
- Demonstrated ability to manage complex, multi-phase technical projects from inception to successful deployment
- Strong understanding of relational databases, SQL, and data visualization best practices
- Experience writing and debugging scripts (e.g., Python) for API integrations and process automation is highly preferred
Skills
- 5+ years of experience in Business Systems Analysis, Customer Success Operations, or Revenue Operations
- Hands-on experience administering Gainsight or a comparable Customer Success platform
- Experience with Staircase AI or other AI-driven Customer Success platforms and automation tools
- Experience managing SaaS business applications, system configurations, integrations, and cross-functional projects
- Strong analytical, communication, and stakeholder management skills with the ability to translate business needs into technical solutions
- Advanced proficiency in configuring, administrating, and architecting solutions in Gainsight
- Strong experience or familiarity with AI-driven CS tools like Staircase AI (or similar platforms)
- Exceptional communication skills with proven experience managing expectations, influencing decisions, and presenting technical concepts to executive leadership
- Demonstrated ability to manage complex, multi-phase technical projects from inception to successful deployment
- Strong understanding of relational databases, SQL, and data visualization best practices
- Experience writing and debugging scripts (e.g., Python) for API integrations and process automation is highly preferred
- Advanced expertise with Gainsight administration, architecture, or certification
- Proficiency with SQL, APIs, Python (or similar scripting languages), and enterprise system integrations
- Experience with Customer Success metrics, reporting, dashboards, and business intelligence tools (e.g., Tableau, Power BI)
- Experience supporting high-growth SaaS organizations and leading enterprise technology implementations using Agile methodologies
Company Overview