What is Contentstack?
Contentstack is the creator of the headless CMS and the Composable Digital Experience Platform (DXP) category leader. Iconic brands around the world, such as Alaska Airlines, ASICS, Burberry, Mattel, Mitsubishi, and Walmart, invest in Contentstack to rise above the noise in today's crowded and competitive digital markets and to gain their unique Experience Edge. Contentstack and its employees are dedicated to the customers and communities they serve. The company is recognized for its unmatched customer care and tradition of giving back globally through the Contentstack Cares program, including proud support of Pledge 1% and Girls Who Code. Learn more at www.contentstack.com.
Who Are We?
At Contentstack we are more than colleagues, we are a tribe. Our vision is to pursue equity among our communities, employees, partners, and customers. We are global-diverse yet close; distributed yet connected. We are dreamers and dreammakers who challenge the status quo. We do the right thing, even when no one is watching. We are curious trendspotters and brave trendsetters. Our mission is to make Contentstack indispensable for organizations to tell their stories and to connect with the people they care about through inspiring, modern experiences. We care deeply about our customers and the communities we serve. #OneTeamOneDream. Chalo, let’s go!
What Are We Looking For?
Contentstack is looking for a talented and passionate Sr. Business Systems Analyst to join our growing Enterprise Applications team! In this role, you’ll play a critical part in optimizing and supporting a wide array of business systems and applications that power our sales, marketing, and support operations. You will manage tools related to sales systems, marketing automation, customer support, and business operations, ensuring their integration, performance, and usability. Your work will help enhance efficiency and productivity across business teams, driving continuous improvement. If you’re looking for an opportunity to join an innovative, fun, and fast-paced team where your contributions will have a meaningful impact, we’d love to hear from you! Here’s what you’ll be doing:
- Act as the primary liaison between business stakeholders (Sales, Marketing, Customer Success, and Support) and technical teams to gather, clarify, and document business requirements.
- Lead workshops, meetings, and interviews to understand business challenges, processes, and objectives.
- Translate complex business needs into clear, actionable technical solutions.
- Lead and manage projects across various business teams and applications.
- Drive continuous improvement across systems, ensuring they meet the evolving needs of the business.
- Support and optimize business applications, including Salesforce, CPQ, CSP, Survey Monkey, Gong, Allego, BuiltWith, Crayon, Discord, Crossbeam, Channeltivity, Tackle, and more.
- Provide ongoing support and troubleshooting for business users, addressing system issues, challenges, and requests in a timely manner.
- Develop and deliver training materials to empower end-users to utilize tools and internal processes.
- Stay up to date with the latest features and best practices of existing tools and emerging tools, recommending improvements and solutions, including ways to leverage AI for operational efficiencies.
- Lead change management efforts for new system implementations, upgrades, or process changes, ensuring smooth transitions and proper training.
- Continuously review and optimize system usage, track adoption rates, and ensure high efficiency in business tool usage across teams.
- Develop and maintain comprehensive documentation for all systems, applications, and workflows in use across the business.
What Really Gets Us Excited About You:
- 5-8 years of experience as a Business Systems Analyst in a fast-paced B2B SaaS company.
- Proven experience with business tools and processes, including CPQ, case management, Customer Success platforms, Survey Monkey, Gong, Crossbeam, Tackle, Discord, and others.
- Strong understanding of application lifecycle management (ALM), including testing, deployment, and support, with expertise in user acceptance testing (UAT), writing test plans, and utilizing JIRA.
- Strong analytical thinking, with the ability to translate business needs into technical solutions.
- Ability to design efficient business processes, focusing on scalability and continuous improvement.
- Excellent project management skills, with the ability to prioritize, manage multiple tasks, and lead cross-functional teams to meet deadlines.
- Deep understanding of sales and customer success processes, including customer success expansion playbooks in a SaaS business context.
- Experience with customer support processes, such as case management, support chat, and Service Cloud.
- Serve as a strategic partner to Customer Success leadership, driving process improvements and optimizing customer journey touchpoints.
- You use Customer Success platforms and health scoring tools to improve engagement, retention, and revenue growth.
- Your ability to partner with Support leadership to streamline case management, enhance self-service, and drive continuous improvements.
- Ability to coordinate with teams across different time zones, including IST.
- Exceptional communication skills, with the ability to present complex concepts in a clear, concise manner to both technical and non-technical stakeholders.
- Experience with Salesforce Service Cloud, Chat, and related features is a huge plus.
- Familiarity with Agile methodologies and project management tools (JIRA, Confluence) is a plus.
- Eastern Standard Time (EST) strongly preferred
- You look forward to some travel!
Salary for this role ranges between $110,000 - 130,000 based on skill set and experience
What Do We Offer?
Interesting Work | We hire curious trendspotters and brave trendsetters. This is NOT your boring, routine, cushy, rest-and-vest corporate job. This is the “challenge yourself” role where you learn something new every day, never stop growing, and have fun while you’re doing it.
Tribe Vibe | We are more than colleagues, we are a tribe. We have a strict “no a**hole policy” and enforce it diligently. This means we spend time together - with spontaneous office happy hours, organized outings, and community volunteer opportunities. We are a diverse and distributed team, but we like to stay connected.
Bragging Rights | We are dreamers and dream makers. Our efforts pay off and we work with the most prestigious brands, from big-name retailers to airlines, to professional sports teams. Your contribution will make an impact with many of the most recognizable names in almost every industry including ASICS, Chase, Steve Madden, Holiday Inn, Icelandair, Mattel, Mitsubishi, Riot Games, Shell, and many more!
One Team One Dream | This is one of our values, and it shows. We don’t believe in artificial hierarchies. If you’re part of the tribe, you have an opportunity to contribute. Your voice will be heard and you will also receive regular updates about the business and its performance. Which, btw, is through the roof, so it’s a great time to be joining…
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Top Skills
What We Do
Contentstack is a composable DXP which is a digital experience platform assembled from a series of best-of-breed solutions. These solutions work together via APIs to deliver content and digital experiences to customers in a more agile and flexible way than a single, integrated, and essentially monolithic platform. It brings a microservices approach to the DXP space.
Our composable DXP stands out in the market, so your digital experiences can.
The Contentstack platform builds on our pioneering headless CMS roots, making complete what headless CMS alone do not. This includes a built-in Marketplace, full-stack automation, and integrated front-end hosting for full end-to-end digital experience functionality. Unlike legacy DXP solutions, we do this with a 100% open MACH architecture for maximum choice and functionality up and down the composable stack.
There is no stack like Contentstack.
Learn more at www.contentstack.com.
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