Functional Business Analyst - Customer Success Operations

Location: Anywhere

The Unit4 Customer Success Management function ensures the delivery of an appropriate experience across our existing customer base who are adopting Unit4 software (on-prem, cloud and hybrid solutions).  You will be part of a global Customer Success function that operates across UK & Ireland, Continental Europe, North America, Nordics and Asia Pacific regions

We’re looking for a functional business analyst to work within and on behalf of the CSM function and across the wider Chief Customer Office.  This role will operate remotely (with potential to visit local Unit4 offices if preferred)

You'd be undertaking the following activities:

• Perform root cause analysis across Customer Success related operational and strategic initiatives such as, but not limited to, customer experience, customer lifecycle, customer retention & renewals, customer advocacy and customer expansion programs
• Set forth recommendations for targeting root cause and anticipate/articulate the impact of such changes
• Work with the Customer Success operations and functional leadership teams to articulate business problems to appropriate levels of detail
• Inform decision making through the concise presentation of findings and recommendations in an easily digestible format: securing buy-in from key senior stakeholders across the organisation
• Workshop with peers and functional stakeholders to solution for changes across the organisation, identify key requirements, produce required specifications and functional designs
• Participate in functional and/or cross functional reviews as needed

Are you the successful candidate?

• You’re bought into the Customer Success philosophy and understand what we’re here to do
• You're highly competent in the management and manipulation of complex data sets in order to deduce insights
• Understanding the ‘why’ comes intrinsically to you, as does a solution mindset
• You don’t get ‘stuck in the weeds’ (well not for long anyway!)
• You actively choose data fact over gut feel
• You pay significant attention to detail across 100% of your outputs to build and maintain trust
• You're a strong and empathetic networker that actively listens to the needs of the business
• You have a proven ability to engage and influence across all levels of seniority as a means to gain buy-in

If you like the idea of flexible working, unlimited holidays and collaborating with great people then check out more about what we do and what we stand for at Unit4