business analyst Remote
Job description
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
Senior Business Analyst, Customer Success - talech
The Company:
talech is an innovator in the point-of-sale (POS) space for small and medium businesses (SMB). The Palo Alto-based software company helps SMBs, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 talech was acquired by U.S. Bank and is now a division of the company. Within U.S. Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.
The Customer Success Function:
The primary objective of the Customer Success function is to ensure our customers maximize the value they receive from the solutions they acquired from us, while making them raving fans of the company and/or our partners. Based on that initial delight and success the CS team supports motions to expand the customer’s solution-set to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including initial customer onboarding, ongoing technical and application support, customer and partner training, customer management, program expansion, customer value capture, and more.
Key Expected Results of the CS Team are:
Effective New Customer Acquisition: Assist the sales organization in selling our solutions to new customers, including education, training, sales enablement, and new offerings.
Effective Initial Onboarding: Ensure as many customers as possible are onboarded on-time, on-budget, and on-quality.
Feature Adoption: Foster adoption of features within already contracted products and to help customers maximize value from what they already acquired from us.
Program Expansion: Drive expansion projects and initiatives among customers to improve and expand the use of our solutions to be able to gain more value from us and for us to increase stickiness with them.
Net Renewal: Drive growth of the overall commercial engagement with us based on solution/product footprint of our solutions among customers
NPS: Ensure customers are delighted with our solutions and interactions with us and become raving fans of ours.
The Customer Success Operations Team:
The Operations team is one of the 5 pillars of the CS team at talech and is responsible for assisting the other CS teams with tools and processes. To do that, the CS-Ops team engages in 3 types of activities: Process Improvement Projects; Readiness Enablement; and Business Management.
Position Overview
As we continue to scale our business, we are looking for a passionate operations manager to help us establish the business analytics function and shared services partnerships with departments like HR, Finance, and Compliance. This function is critical for us to upgrade our internal management, taking advantage of the vast data our operation generates and distilling it into insights that can help us enhance our service to customers and operate our teams. You will collaborate with key teams such as Business Intelligence, Human Resources, Finance, Product, and Customer Success.
Primary Responsibilities:
- Become a Subject Matter Expert on talech’s software and products: Gain a deep understanding of our business and customer base.
- Lead the development of our internal business analytics:
Centralize the reporting and dashboards to serve the CS leadership team
Establish the appropriate governance for the reporting
Collaborate with the relevant teams to prioritize and drive continuous improvement based on these insights.
- CS Performance and Goal Tracking: Develop the models to manage the CS team including forecasting, head-count planning, and performance monitoring.
- Elevate Business Clarity: Demonstrate the core skills of solutioning, collaborating, and eliminating ambiguity to pave the way for improved effectiveness and efficiency.
- Manage Large talech Budget Requests: Be the point person for creating the appropriate documentation and business case in support of the investment.
Basic Qualifications:
Bachelor's or Master's degree, or equivalent work experience
10 or more years of experience in project management activities
Preferred Qualifications:
10+ years of experience in a relevant field strongly desired (e.g., customer success, operations, business analysis, data analytics, or information systems)
2+ years of managing or leading other analysts or a demonstrated ability to create the business analyst function desired
2+ years of relevant experience working in customer success, or equivalent understanding of key customer success principles desired
Proficiency with querying and scoping (Power BI, SQL), analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, reports), data visualization (Tableau, Excel, Google Sheets) strongly desired
Knowledge of CS tools such as SalesForce, ChurnZero, Qualtrics, Pendo and Service Cloud strongly desired
Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software desired
Experience in creating and tracking meaningful metrics, able to create talk tracks and clear story lines based on the data desired
Experienced in creating clarity out of ambiguity and intense problem-solving desired
Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a plus
Exceptional interpersonal, communication and relationship building skills strongly desired
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $92,480.00 - $108,800.00 - $119,680.00U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.About U.S. Bank
CEO: Andrew Cecere
Revenue: $10+ billion (USD)
Size: 10000+ Employees
Type: Company - Public
Website: www.usbank.com
Year Founded: 1863
