Business Analyst, Customer Success
3 weeks ago
D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.
New models of teaching and learning enable a personalized, student-centric experience - and deliver improved retention, engagement, satisfaction, and results for learners of all ages - in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.
D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns - and by doing so, we will help improve human potential globally.
The Business Analyst, Customer Success is responsible for collaborating with Key Business Stakeholders to review, refine and translate requirements into detailed analysis, documents, process maps and analyze varying data elements to support their output. Working across all verticals globally, this role will support Customer Success Managers and Specialists team members and their leaders to help simplify the way they work.
In this role you will use data analytics, financial analysis, data flows, project management and process measurements to evaluate, assess and improve existing methods and identify improvements. You will work with Customer Success Leadership to review, align and support existing and new programs within Customer Success. Additionally, this role will support key Customer Success planning, projects by monitoring and supporting systems across multiple departments. Quality data metrics, financial data, reporting, organizing, and formatting for various levels of organizational consumption will be important in the function of this role.
**Major Responsibilities (How Will I Make an Impact?)**:
- Identify business trends utilizing real data, compile analysis reports that are delivered to developers and then follow-up on all results
- Assisting with documenting business cases
- Eliciting requirements - Determine and document user requirements/user stories for business processes and abide by those requirements for future projects
- Translating and simplifying requirements
- Requirements management and communication
- Requirements analysis
- Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
- Construct workflow charts and diagrams; studying system capabilities; writing specifications
- Improve systems by studying current practices; designing modifications
- Recommend controls by identifying problems; writing improved procedures
- Define project requirements by identifying project milestones, phases and elements; forming project team; establishing project budget
- Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions
- Maintain user confidence and protect operations by keeping information confidential
- Prepare technical reports by collecting, analyzing, and summarizing information and trends
- Conduct and coordinate financial, product, market, operational and related research to support strategic and business planning within the various departments and programs
- Interpret, evaluate, and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making
- Perform daily, weekly, and monthly reviews and analyses of current processes using operational metrics and reports
- Suggest changes to senior management using analytics to support your recommendations. Actively participate in the implementation of approved changes
- Create informative, actionable, and repeatable reporting that highlights relevant business trends and opportunities for improvement
**Competencies (What you’ll bring to the role)**:
- 1-3+ years’ experience as a business analyst (or equivalent) role; 1-2 years experience in edtech is nice to have
- Knowledge of Agile methodology
- Strong communication skills and ability to interact with stakeholders at all levels of the organization - with excellent written, oral, and presentation skills
- Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
- Model high energy level, demonstrated drive to succeed, with a sense of urgency
- Strong experience collaborating with cross-functional, multidisciplinary teams
- Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization
- Experience within a growth-oriented SaaS companies is ideal
- Strong technical skills including Word, Excel, PowerPoint, Salesforce, Jira (or similar tool), and ability
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