at U.S. Bank in Springfield, Illinois, United States
Job Description
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at-all from Day One.
Job Description
Business Analyst, Customer Success Operations – talech
The Company:
talech is an innovator in the point-of-sale (POS) space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 talech was acquired by U.S. Bank and is now a division of the company. Within U.S. Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.
The Customer Success Function:
The primary objective of the Customer Success function is to ensure our customers maximize the value they receive from the solutions they acquired from us, while making them raving fans of the company and/or our partners. Based on that initial delight and success the CS team supports motions to expand the customer’s solution-set to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including initial customer onboarding, ongoing technical and application support, customer and partner training, customer management, program expansion, customer value capture, and more.
Key Expected Results of the CS Team are:
+ New Customer Acquisition and Initial Onboarding
+ Feature Adoption
+ Program Expansion and Net Renewal
+ Customer Satisfaction and Net Promoter Scores
The Customer Success Operations Team:
The CS-Ops team is one of the 5 pillars of the CS team at talech and is responsible for assisting the other CS teams with tools and processes. To do that, the CS-Ops team engages in 3 types of activities: Process Improvement Projects; Readiness Enablement; and Business Management.
The Business Analyst will own the harvesting, synthesizing and presentation of key data across the the Customer Success teams. These reports and dashboards created by the Analyst will be used to perform Business level planning and analysis; to monitor operational performance, to identify commercial needs and to empower internal forecasting.
Position Overview
As we continue to scale our business, we are looking for an experienced Business Analyst to help us establish this function including the metrics and dashboards associated. The primary objective for this role is to take advantage of the vast data our CS operation generates and distilling it into insights that can help us enhance our service to customers and operate our teams. You will collaborate with key teams such as BI, Product, and Customer Success.
Primary Responsibilities:
+ Become a Subject Matter Expert on talech Software and Services: Gain a deep understanding of our business and customer base. Uplevel our Customer Success Dashboards:
+ Create a comprehensive and sophisticated CS Dashboard for our business, one that enables us to best understand the performance of our team.
+ Establish the platform to support on an ongoing basis including running weekly, monthly and quarterly reports, distill insights and suggested actions based on that data.
+ Make these reports readily available to management and extended CS team.
+ Collaborate with the relevant teams to prioritize and drive continuous improvement based on these insights.
+ CS Performance and Goal Tracking: Support the CS team including forecasting, head-count planning, and performance monitoring. Drive continuous improvement: Collaborate with Business Intelligence teams and CS teams to refine and improve the reporting towards attaining new objectives.
Basic Qualifications:
+ Bachelor’s degree or equivalent work experience
+ At least 5 years experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications.
Preferred Qualifications:
+ 5+ years of experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, or information systems)
+ Relevant experience working within a Customer Success function, or equivalent understanding of key customer success principles
+ Proficiency with querying and scoping (Power BI, SQL), analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, reports), data visualization (Tableau, Excel, Google Sheets)
+ Knowledge of CS tools such as SalesForce, ChurnZero, Qualtrics, Pendo or Service Cloud
+ Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
+ Experience creating and tracking meaningful metrics
+ Experience in creating clarity out of ambiguity and intense problem-solving
+ Solid communication and interpersonal skills;
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Learn how the way we work at U.S. Bank (https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf) drives meaningful relationships with our customers and collaboration across the company.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
+ Healthcare (medical, dental, vision)
+ Basic term and optional term life insurance
+ Short-term and long-term disability
+ Pregnancy disability and parental leave
+ 401(k) and employer-funded retirement plan
+ Paid vacation (from two to five weeks depending on salary grade and tenure)
+ Up to 11 paid holiday opportunities
+ Adoption assistance
+ Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS (https://eeoc.gov/sites/default/files/2022-10/EEOC\KnowYourRights\screen\_reader\10\20.pdf) EEO poster.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Ve
