Customer Business Analyst (US Remote) - IntelePeer

About IntelePeer.ai:

IntelePeer Cloud Communications helps customers communicate better, faster and smarter, through its Communications Automation Platform. Our low- and no-code solutions provide customers with simple, easy-to-use tools that can be utilized by anyone. Powering automation through AI and analytics, IntelePeer provides industry-leading time-to-value and rapid time to improved customer experiences with solutions that work seamlessly with existing business software and infrastructure. 

 What we are looking for:

The Customer Business Analyst is a pivotal role, focused on aligning customer objectives with strategic, technical, and deliverable-based outcomes. You will serve as a trusted advisor, leading thought leadership initiatives, refining implementation processes, and driving alignment across Sales, Customer Success, and Project Management teams. This role emphasizes strategic leadership, team mentorship, scalable process design, and cross-functional collaboration to ensure customer satisfaction and successful project outcomes.

Key Responsibilities:

Strategic Leadership

• Articulate customer deal objectives (ROI, business outcomes, success criteria) with project deliverables and technical goals.
• Highlight critical customer success objectives, fostering executive-level strategic thinking within Customer Success Managers (CSMs), Project Managers (PMs), and Sales Engineers (SEs).
• Establish clear executive throughlines in projects, ensuring all activities align with customer business goals and success metrics.

Team Management

• Support the customer implementation process.
• Be a strategic advisor who can balance executive priorities, technical needs, and deliverable execution.
• Create reusable templates, frameworks, and tools for documents similar to Statements of Work (SOWs) to streamline customer engagements.

Process "Productization"

• Design and implement a repeatable, scalable customer implementation process, reducing dependence on bespoke solutions.
• Partner with cross-functional teams to create, test, and refine templates, methodologies, and features that elevate project success and drive customer satisfaction.
• Develop polished workflows and tools to standardize and enhance implementation outcomes.

Cross-Functional Collaboration

• Collaborate closely with Sales, SEs, and CSM teams to identify and document critical customer deal objectives early in the sales cycle.
• Act as a key advocate for implementation processes, ensuring alignment with customer expectations and the delivery of consistent, high-quality experiences.
• Gather and analyze post-implementation feedback to iteratively improve processes and enhance customer satisfaction.

Innovation & Cultural Change

• Lead initiatives to embed strategic focus within SE, CSM, Ops, and implementation teams.
• Promote a culture of continuous improvement, ensuring the team remains focused on understanding and meeting customer business requirements.

Qualifications:

• Education: Bachelors degree in Business, Management, or a related field; advanced degrees (MBA, MA/MS) are a plus.
• Proven experience in business analysis, customer success, or a related role.
• Demonstrated ability to lead strategic initiatives and mentor teams in a customer-centric environment.
• Strong background in designing and implementing scalable processes.
• Exceptional communication and interpersonal skills, with the ability to influence executive stakeholders.
• Proficiency in creating and managing templates, workflows, and project management tools.
• Strong analytical and problem-solving skills with a focus on customer outcomes and satisfaction.

Why you'll love it here:

• Unlimited Vacation for exempt employees
• Paid Holidays
• Competitive medical, dental & vision insurance for employees and their dependents
• 401K Retirement Plan
• Stock Options
• Company-paid life insurance
• Health & Flexible Savings Accounts
• Cell phone, gym, and internet reimbursement
• Paid Parental Leave
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Free snacks (Denver, and or Fort Lauderdale)
• Fun events (virtual and in-person)

Applicants must be authorized to work for any employer in the U.S.
We are unable to sponsor or take over sponsorship of an employment visa at this time.

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For California residents only: Please refer to the link below for IntelePeer’s Applicant CCPA Privacy Notice. https://intelepeer.com/privacy/intelepeer-california-applicant-privacy-notice/

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