Business Systems Analyst

Broadly is changing the way local service businesses grow. We help thousands of local service businesses attract, retain, and "wow" their customers with powerful customer experiences. Our mission is to bridge local businesses to their modern consumers by helping them: capture leads, streamline their communications by email and text, collect mobile payments, and gather feedback and reviews. We are passionate about helping these local business owners succeed, and keep them at the center of everything we do. About the role: As a member of the Operations team, the Business Systems Analyst (BSA) will partner closely with Customer Success to help identify and implement solutions, systems, and tools needed to provide Broadly customers with a world-class experience. As our company grows and scales, the BSA will be instrumental in driving operational efficiencies that will allow Customer Success to meet and exceed its objective of serving local businesses and their customers. The BSA will report to the Associate Director of Revenue Operations working with Salesforce, its 3rd party integrated applications and the Broadly platform. This role will improve business processes for the various departments of the company but primarily collaborate with the Customer Success team to build technical solutions to solve their business needs. As a Business Systems Analyst, you will: Optimize and troubleshoot Salesforce and its integrated 3rd party business applications. Manage process builders and flows. Utilize Flows in salesforce to build out process requirements across the business. Collaborate with product team and data analyst to create data driven solutions to teams using product metrics. Interact daily with business groups to understand business processes and requirements for any needs or problems and proactively work to find solutions. Create and document functional requirements for business needs, technical specs for solution design, and sign-off for delivery. Clearly communicate with the internal team, customers, and stakeholders with any projects, statuses, issues, and solutions. Manage Customer Success software and maintain business processes for the Client Service team while continually seeking areas for improvement and efficiencies. Create and track KPI’s for Customer Success and keep team updated on tracking towards goals. Collaborate with stakeholders to gather requirements and organize, prioritize, and execute project goals. Is this you?: 3-5 years of Salesforce experience. Solid knowledge of Salesforce administration, objects and reporting. Bachelor’s degree in Computer Science, Engineering, Business or a closely related field, or equivalent experience required. Excellent analytical and problem-solving skills. Strong understanding of business practices and processes. Ability to understand business requirements and convert them into solution designs that fit within the business and technological constraints. Background working in an Agile methodology for development and delivery. Adaptable in an always changing and start-up environment. Strong Microsoft Excel or Google Sheets skills Experience creating process builders and workflows. Some nice to haves: Experience with Customer Success Management and Customer Care tools (ex. Planhat) Knowledge of how to use Flows in Salesforce is strongly preferred. THE GOOD STUFF (we're not afraid of emojis) Our company was founded in Oakland, but now we are a remote first and distributed team! 🌉 Company covers 100% of employee only medical, dental, and vision insurance lots of extra options. We got you. 🥰 Flexible time off: take the time-off you need, when you need it! 💆 Ask us about Our Time Off (OTO) which gives you two-three day weekends per month! 🍁❄️ Wellness and engagement activities. Vita-mixes, Hatch Lights, Purple pillows - prizes galore! 🎉 WFH stipend (because you know, you work from home) 💵 Co-working stipend (for those of us who want to escape our usual home office life and go into a shared workspace - sometimes working somewhere different helps!) 📖 Wellness stipend that covers mental, emotional, and physical wellbeing (because taking care of your mental health creates mental wealth!) 🧘‍♀️ Professional development stipend. Get your learning on. 📚 An inclusive, tight knit, exciting start-up culture that offers accelerated career & personal growth 📈 Broadly is committed to providing and promoting an equal opportunity for all employees and applicants. We comply fully with the spirit, as well as the letter, of all applicable local, state, and federal laws and regulations implementing the national objective of equal employment opportunity. Broadly does not discriminate in employment opportunities or practices on the basis of race, color, national origin, ancestry, sex / gender, pregnancy, sexual orientation, gender identity / gender expression, genetic information, age, religion, physical or mental disability, medical condition, marital or domestic partner status, military or veteran status, religion, or any other characteristic protected by law. We value diversity and encourage all qualified candidates to apply. Broadly is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to age, ancestry, color, religious creed (including religious dress and grooming practices), denial of family and medical care leave, disability (mental and physical), marital status/registered domestic partner status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotype, gender, gender identity and gender expression /transgender, sexual orientation, or any other protected status in accordance with all applicable federal, state and local laws. Broadly also prohibits discrimination, harassment, disrespectful or unprofessional conduct based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.