Salesforce Business Analyst, Customer 360 - Support

About the Employer

Unity’s Business Systems Team is looking for a Business Analyst, Customer 360 Support to help achieve the goal of having a single customer view in Salesforce.com to deliver a positive CRM experience for our Sales and Customer Success organizations. You will work across market segments, business units and geographies to support Go To Market strategies and help the IT product managers understand how our systems need to evolve to meet the growing and diverse needs of our business.

Responsibilities

  • Engage with stakeholders and internal users across multiple business processes to triage and manage quote to cash support issues
  • Help document standard workflows thereby creating/updating knowledge base to streamline the support function and help in faster resolution of tickets
  • Assist in IT M&A related activities collaborating with internal and external teams to consolidate CRM systems and meet Go To Market objectives
  • Train business users on using the systems effectively thereby reducing the need to log support tickets
  • Articulate feedback and priorities to engineering teams based on collaboration with business architects, solution architects, development teams, business owners across the organization (Corporate Strategy, Product Marketing, Sales Operations, Finance, Monetization, etc.)
  • Identify, create, maintain, and leverage key organizational relationships to enhance product awareness and adoption
  • Achieve and maintain a solid understanding of Unity’s system architecture as a whole, including business practices, processes and strategy.
  • Monitor effectiveness of systems, policies and procedures and make appropriate recommendations to ensure daily operations are efficient

Requirements

  • Background in enterprise software implementations, preferably CRM applications with strong understanding of Quote to Cash process
  • Ability to strategically view the customer lifecycle and customer 360 (Direct, Indirect and End)
  • Experience with legacy systems and data migration
  • Exceptional planning, facilitation, dependency management, risk analysis & management skills
  • Ability to execute and manage expectations within a cross-functional, matrix management environment
  • Technical fluency with Salesforce and Steelbrick-CPQ; understanding and discussing architectural concepts, schedule trade-offs, and new opportunities with technical team members

Bonus Points

  • Experience in software industry or an adjacent role
  • Experience with any of the following applications are a plus: Zuora, Netsuite, Workday, Reltio, JIRA
  • Excellent spoken and written communication skills with an ability to state things simply and persuasively for a variety of audiences - internal, external, business and technical
  • Experience working with geographically diverse teams and remote employees

Who we are

Unity is the creator of the world’s leading real-time 3D development platform, giving users the most powerful and accessible tools to create, operate, and monetize experiences for the real-time world. Unity empowers anyone, regardless of skill level and industry, to create 3D visual content using world-class technology, operate using resources that maximize ease-of-use, and monetize, so that they can find success with their creations.

The company’s 1,000 person development team keeps Unity at the forefront of development by working alongside partners such as Google, Oculus, Autodesk, Microsoft and many more, to ensure optimized support for the latest releases and platforms. Made with Unity experiences reach nearly 3 billion devices worldwide and have been installed more than 34 billion times in the last 12 months. For more information, please visit www.unity.com.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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