Senior Business Solutions Analyst / Scrum Master

Hi, Everyone

• CONTRACT ROLE
• *CONTRACT ROLE
• Job Title : Senior Business Solutions Analyst / Scrum Master (Customer Success Managemen

t)Location : San Jose, CA- onsi

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Job Descripti

on:100% ONSITE R

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Customer Success Manage

mentSr. Business Solutions Analyst / Scrum Ma

ster

We are seeking an experienced and motivated Senior Business Solutions Analyst (BSA), and a Team Lead, to join our Customer Success Management (CSM) technology team. This position will lead a cross-functional team of 6–10 members, serving as both a delivery leader and business systems expert.

The role will focus on enabling scalable solutions on the Gainsight NXT platform, integrating with enterprise technologies, and advancing the adoption of AI to enhance the customer success experi

ence.

Key Responsibi

lities• Lead the design, configuration, and administration of Gainsight NXT: Own the platform end-to-end, including rules engine, workflows, playbooks, CTAs, success plans, dashboards, and data model optimization. Ensure Gainsight is leveraged effectively to enable proactive customer engagement, lifecycle management, and measurable business out

comes.• Drive platform integration and data management: Partner with business and technical stakeholders to integrate Gainsight NXT with upstream and downstream systems (e.g., Microsoft Dynamics, Azure, Databricks, SnapLogic) ensuring data quality, accuracy, and actionable insi

ghts..• Team Leadership: Mentor, coach, and manage a team of 6–10 members, building accountability, ownership, and continuous improvement in delivery velocity and qu

ality.• Business Analysis & Solution Design: Translate complex business requirements into functional and technical designs, process workflows, and system specifica

tions.• Process Innovation: Define, document, and implement scalable Customer Success business processes such as customer health scoring, playbooks, lifecycle automation, and sentiment ana

lysis.• AI Enablement: Lead adoption of AI solutions in the CSM space, including predictive insights, automated escalation triggers, and advanced anal

ytics.• Stakeholder Engagement: Coordinate cross-functional meetings, ensure alignment on milestones and deliverables, and maintain transparency across all stakeho

lders.• Continuous Improvement: Identify opportunities for efficiency and best practices; introduce new features, tools, and agile methods that increase productivity and team perfor

mance.

Required

Skills

• Hands-on expertise with Gainsight NXT: Deep understanding of the platform’s data model, configuration, and administration. Proven ability to design and implement rules, workflows, playbooks, success plans, CTAs, and dashboards. Experience integrating Gainsight with CRM, middleware, and data warehouse pl

atforms.• 7+ years of experience in business systems analysis, solution design, or business architecture, preferably within SaaS or enterprise software organi

zations.• Strong technical knowledge of enterprise systems, including Microsoft Dynamics, Microsoft Azure, Databricks, SnapLogic, or similar middleware/iPaaS pl

atforms.• Deep understanding of complex data models, business process design, and cross-system integ

rations.• Excellent leadership, coaching, and mentoring skills, with the ability to guide high-performing agil

e teams.• Proven analytical and problem-solving skills with the ability to balance short-term delivery requirements and long-term strategic p

lanning.• Outstanding written and verbal communication skills, including the ability to present to both technical and non-technical stake

holders.• Forward-looking perspective with interest and experience in AI-driven automation and analytics in Customer

Success.• Experience as a Scrum Master or agile team leader, with demonstrated success in running multiple sprints and delivering complex business initiatives, is

a plus.

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