What You'll Do:

The Business Systems Analyst will have a primary responsibility of overseeing and administrating all technology applications used by the Customer Success organization. This includes all core technologies such as Salesforce, Talkdesk, and Qualtrics, in addition to ancillary applications/vendors such as Internet Creations, Service Rocket (JIRA), LogMeIn, etc. The role will focus on both the day-to-day maintenance of these technologies as well as forward planning for how they will be used strategically by the organization. Integration behavior across platforms will also be a key oversight task. The position will require problem solving if/when production issues arise and an eventual full understanding of all underlying system logic.

The BSA will use previous experience to maintain control over how these products integrate with our proprietary platforms and will drive coordinated team efforts to ensure the applications are functioning as expected. This role will carry a heavy project management expectation to deliver on continuous improvement initiatives which will require near autonomous coordination with third party consultants
such as OpFocus or internal stakeholders in SalesOps or PDQ. There will also be an expectation to coordinate with team managers and personnel to drive all phases of solutioning, building, and testing (wherever necessary). The BSA will be accountable for staying abreast of industry trend/technologies and bringing to light solutions to team technology gaps.

Business Systems Analysts will also have varied team, data, or customer experience responsibilities. This can be but is not limited to the creation or analysis of platform reporting, team related efficiency initiatives, or cross-functional projects that require a strong CS operating knowledge.

• Oversee and administer all Customer Success and Payment Operations core technologies with the primary focus on Salesforce, Talkdesk, and Qualtrics
• Maintain an understanding of all functionality and operating logics for each application
• Drive all application integrations inclusive of proprietary products
• Facilitate continuous improvement projects with third party consultants and/or internal partners
• Seek opportunities to improve internal or external experience and craft recommendations for time and direct cost savings
• Execute research of production issues and escalate to appropriate teams as necessary
• Maintain awareness of industry technologies trends and their impact on the team and customer experience
• Drive management reporting and dashboards for all applications

What You'll Bring to the Team:

• 5+ years of proven success in a Customer, Technical or Application support type role with a passion for supporting Software as a Service (SaaS) technology
• Advanced technical aptitude including demonstrated understanding of Customer Success related processes, software technologies, and system functionalities
• Strong working knowledge of Salesforce and an ability to provide recommendations on how to best evolve our usage and workflow
• Well versed in the Customer Support industry related standards and methodologies
• Maintains excellent attention to detail and can generate all levels of management reporting
• Previous experience working with operating protocols, systems processes, and service workflow
• Proven ability to manage complex technology projects
• Impeccable interpersonal, verbal and written communication skills
• Ability to interact and effectively answer inquiries from direct management
• Self-motivated, work ethic with a positive, team player mentality
• Bachelor's Degree preferred

What You'll Get:

• Competitive salary, bonus, stock options and 401(k): We appreciate our employees and we make sure they know it.
• Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
• Paid Parental Leave: To keep our employees and their families healthy.
• Opportunities for Growth: Professional development can take many shapes. From ERGs like Women in Tech and DE&I, to Mentor-Mentee, Leadership and High-Potential Programs, we foster an environment where all employees can grow.
• Recognition: From Billtrust Bucks and Gongings to Culture Champion and Presidents Awards, our employees are recognized for hard work and for outcomes achieved.
• Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
• A Culture that Lives its Values. Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.

Who We Are:

Billtrust is the best-in-class provider of Payment Cycle Management and accounts receivable solutions, helping businesses accelerate Invoice-to-Cash. We provide a flexible, automated, cloud-based product portfolio that meets diverse buyer requirements and speeds cash application through tailored invoice delivery, secure multi-channel payment enablement, and intelligent matching and payment posting. Our platforms process $30B+ annually and help companies like Kraft Foods, New Balance Athletics and Ferguson Enterprises get paid faster and more efficiently. For the past 19 years, we have achieved remarkable success with year-over-year growth and we attribute that growth to our people and culture - We encourage employees to have autonomy, think creatively, share ideas – even with our CEO – and to challenge the status quo every day without a lot of red tape.